Sr. Specialist, Customer Experience Operations

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world. We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests. Royal Caribbean Group’s Operations Control Unit (OCU) Team has an exciting career opportunity for a full time Spec, Operations.   Position Summary Under general supervision this position is responsible for real-time operational management, database management, future staff planning and historical reporting of all RCCL contact center activities. This role will examine the contact center trends for North America, the Philippines, as well as a 3rd party vendor for a total of 2,200 employees. Trends include but not limited to call volumes, call patterns, staff productivity, attrition rates, and resource allocation. The Operation Specialist must be able to handle unplanned events and ever changing call flows in a proficient and professional manner. This position will also have some level of leadership responsibility and will be asked to conduct themselves in a leadership manner with professionalism, outstanding customer service and accountability. Identifying organization as well as department policies and procedures will be required. Completing tasks accuracy and efficiently will be required in a time sensitive environment. Multi-tasking and prioritizing will be required while meeting necessary deadlines. The administrative requirements in a contact center environment are always evolving and the Operations Specialist must be able and willing to evolve within this environment.   Essential Duties and Responsibilities 1. This position would be a lead contact for general questions from the Workforce Planning as well as the leadership team. They would also back up the Operations Supervisor which would include but is not limited to the supervision of daily activities within the department and assist with new hire and ongoing training. This role will require innovative thinking and willingness to create and support ideas. 2. Responsible for ensuring staffing, call routing, service levels and abandonment requirements are at the optimal levels for all areas of the contact centers. Responsible for reacting to and correcting unplanned operational disruptions. This includes resource allocation, call routing, and working with the leadership team in order to meet departmental objectives. Managing staffing levels with overtime and undertime. This role will also assist with training, monitoring and calibrating the Workforce Planning teams across each site to ensure best operational efficiencies are in place. 3. Responsible for identifying aspects of daily operational duties that are in need of improvement, troubleshooting, and/or implementing a more efficient process. This includes but is not limited to knowledge of operational functions, open communication, proficient skill in Microsoft Office products and other databases listed below. 4. Responsible for ensuring that all the data entry associated with the operations databases are maintained and kept accurate through routine auditing. Establish and maintain all databases for accuracy in administration and reporting functions. This includes Aspect (Workforce, RTA & Empower), Avaya CMS (call management system), Hyperion, and future databases not listed but that may be introduced to the operations area to improve the operational performance of the contact centers. 5. Responsible for assisting management, supervisors, agents and the Workforce