Position Summary:
Under general supervision this role is essential to the success of the contact centers to help maintain optimal staffing service level goals and maintain accurate daily record keeping The Operations Coordinator requires general knowledge of the organization by brand and department and is responsible for daily clerical and real-time monitoring for all RCCL contact centers in North America the Philippines Mexico as well as a 3rd party vendor This role will assist in examining contact center trends which includes but not limited to call volumes call patterns staff productivity attrition rates and resource allocation It will also include data entry and reporting which will be reviewed by the leadership team Identifying organization as well as department policies and procedures will be required Completing tasks accurately and efficiently will be required in a time sensitive environment Multi-tasking and prioritizing will be required while meeting necessary deadlines Rational and quick actions to daily call flow and unplanned events will be required This role will also provide our employees information on different contact center attendance policies across the brands and sites in North America as well as Mexico and the Philippines This includes the understanding of different scheduling adherence and time off requirements that must be implemented and managed throughout the different organizations in order to keep the consistency and integrity of all attendance policies Delivery of outstanding internal customer service will be required Professional and positive interaction with all levels of management agents and colleagues is imperative The administrative requirements in a contact center environment are always evolving and the Operations Coordinator must be able and willing to evolve within this environment

Essential Duties and Responsibilities:











Financial Responsibilities
No Financial Responsibilities

Qualifications:
Position requires a high school diploma

• 3+ years of experience with call center experience required

Knowledge and Skills:
LANGUAGE SKILLS: Bilingual in English and Spanish 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 manor Ability to read analyze and interpret governmental regulations and attendance guidelines Demonstrate effective questions and listening skills

MATHEMATICAL SKILLS: Ability to add subtract multiply and divide in all units of measure using whole numbers common fractions and decimals
REASONING ABILITY: 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 exists Ability to interpret a variety of instructions furnished in written oral diagram or scheduled form Ability to comprehend and work with multiple time zones and military time
SOFTWARE REQUIREMENTS: PC experience including Microsoft Office required Additional software preferred but not required Aspect (Workforce RTA and Optimization) Avaya CMS Supervisor
• Call Routing
OTHER QUALIFICATIONS: Must have strong analytical organizational and administrative skills Demonstrate strong initiative and motivations as a self-starter Must possess excellent interpersonal skills Should effectively build relationships and encourage collaboration in all locations in order to manufacture positive and significant outcomes
Maintain confidentiality at all times take ownership of situations and escalate issues to the appropriate party for immediate resolution

Physical Demands:

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations

Ability to see (visibly) computer monitors use fingers hear customers via phone and in person Specific vision abilities required include close vision and ability to adjust focus The employee is regularly required to sit stand write review type reports compile data and operate a pc The employee regularly moves about the office complex and may climb descend lift or move 10 pounds

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations The environment includes office location and /or moving inside/outside the office A high noise level is possible if visiting shipboard or offsite locations

• The work level in the work environment is usually moderate

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