Workforce Operations Specialist

6 days ago


Pasay, National Capital Region, Philippines Royal Caribbean Group Full time
Job Summary

The Royal Caribbean Group is seeking an experienced Workforce Operations Specialist to join our team. In this role, you will be responsible for collaborating with the Workforce Planning team to ensure optimal staffing levels, call routing, and service level requirements are met across all contact centers.

You will also be responsible for managing resource allocation, call routing, and working with leadership to meet departmental goals. This includes managing staffing levels with overtime and undertime.

In addition, you will be responsible for ensuring that all data entry associated with workforce management databases are maintained and kept accurate. This includes Aspect Workforce and Optimization, Avaya, Microsoft software, and additional databases not listed but that may be introduced to improve operational performance.

This role requires general knowledge of the organization by brand and department, as well as excellent communication and problem-solving skills.



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