Position Summary:
Under direct supervision this position is responsible for the tracking and reporting of attendance for RCCL contact center employees The Operations Admin Coordinator will be working closely with the workforce planning and leadership team as well as payroll and HR to ensure that our 1800 contact center employees situated in both North America and the Philippines are following the organization’s different attendance policies by tracking schedules after they have been worked Employees are individually tracked by gathering information using a computerized system The data captured is then entered into the employee’s record databases Infractions that are not in line with the attendance policy are reported to the leadership team General knowledge of the organization by brand and department will be required This includes the comprehension of departmental procedures and differences in scheduling adherence and time off requirements that must be implemented and managed in order to keep consistency and integrity of each respective attendance policy Completing tasks accurately and efficiently while meeting necessary deadlines will be required The ability to multi-task and prioritize workload while being able to handle ad hoc requests in a time sensitive environment will be required Professional and positive interaction with all levels of management agents and colleagues while providing good customer service is imperative The administrative requirements in a contact center environment are always evolving The Operations Admin 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

• 1+ years of experience with call center experience required

Knowledge and Skills:
LANGUAGE SKILLS: Strong verbal and written communication skills are required Ability to read analyze and interpret governmental regulations and attendance guidelines

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 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 and Empower)
• Avaya CMS Supervisor and Microsoft Outlook
OTHER QUALIFICATIONS: Must possess excellent interpersonal skills Should effectively build relationships and encourage collaboration in all locations in order to manufacture positive and significant outcomes Demonstrate strong initiative and effective questions and listening skills
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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