responsible for real-time operational management, database management, future staff planning and historical reporting of all RCCL contact center activities
examine the contact center trends for North America, the Philippines, as well as a 3rd party vendor for a total of 2,200 employees
handle unplanned events and ever changing call flows in a proficient and professional manner
conduct themselves in a leadership manner with professionalism, outstanding customer service and accountability
ensure staffing, call routing, service levels and abandonment requirements are at optimal levels for all areas of the contact centers
manage staffing levels with overtime and undertime
troubleshoot and/or implement more efficient processes.
prepare, analyze and make recommendations based on multiple reports related to the operational and staffing performance of all contact centers across all business areas

Four-year college degree (BA) preferred or 3-5 years of applicable call center experience required
Strong verbal and written communication skills are required
Ability to effectively present information and respond to questions from senior management, directors, managers, supervisors and agents in a professional and courteous manner
Ability to read, analyze and interpret governmental regulations and Attendance guidelines
Demonstrate effective questions and listening skills
Ability to define problems, collect data, establish facts and draw conclusions
Ability to solve problems and deal with a variety of variables in situations where only limited standardizations exist
Ability to comprehend and work with multiple time zones and military time
PC experience including Microsoft Office required
Strong analytical, organizational and administrative skills.

Operations Specialist

Key skills