Director, Call Center Operations & Training

Royal Caribbean Cruises Ltd•Miami, FL

About The Position

The Royal Caribbean Group’s Workforce Strategy and Movement Team has an exciting career opportunity for a full time Director, Call Center Operations & Training reporting to the Senior Director, Crew Support & Experience. The Director, Call Center Operations & Training will leverage market best practices to design, launch, and manage quality management and continuous improvement processes and tools within our global crew-facing contact center. Primary responsibilities include the development and implementation of Reporting & Analytics, Training & Development, Quality Assurance, and Audit programs. This leader will work closely with the Sr Director, Crew Support & Experience to drive innovation and process improvement that enhances the crew experience. This role enables operational team leaders to effectively manage high-performing, compliant, and data-driven teams.

Requirements

Graduate of a 4-year degree from an accredited college/university in a related field and/or equivalent professional experience
At least 10 years progressive leadership experience in managing high volume contact centers teams
Experience managing the complexities of global contact center operations (technology, process, schedule, etc.)
Experience analyzing data (metrics, surveys, etc.) to derive insights, identify trends, and translate conclusions to sr. exec-level presentations
Experience in workforce and staffing management for a 24/7 operation
Track record of successfully leading through change, driving innovation, and implementing global process improvements
Knowledge in immigration and visa requirements related to seafarers in various geographical areas; and applicable flag state/port state regulations relative to seafarers training, licenses, and certifications.
Proficient in MS Office (Word, Excel, PPT) with experience in MS Visio
Flexibility to work in a shifting schedule, primarily in the graveyard shift, and during local holidays. Some travel anticipated.

Nice To Haves

Global leadership & cross-cultural management experience in the travel industry
Excellent leadership, people management, communication and influencing skills at a senior level
Ability to demonstrate achievement of results e.g. business improvements, cost savings, efficiency gains, productivity improvements
Ability to translate business strategy into day-to-day delivery
Able to set up the correct metrics for the team to ensure ultimate crew support and experience
Process documentation and Governance skills: Process Mapping, Desktop Procedures, Segregation of Duties, Risk and Issues Tracking, Compliance Testing, Back-up and Succession Planning
Knowledge of any GDS system and how it works

Responsibilities

Lead and manage small global team responsible for training, quality assurance, process improvement and analytics spanning all shifts (24/7)
Design and lead call center quality assurance strategy and related tools, leveraging SME knowledge of current best practice and forward-looking insights
Deliver Quality Assurance framework across all call center operational verticals, all shifts, and all Tier 2 COE partners, driving accountability, auditing tickets, providing direct feedback / coaching, etc. to ensure highest quality crew experience
Develop, implement, and maintain standardized reporting dashboards and analytics to drive operational transparency, defining key data points to be tracked and benchmarking good vs. great results
Create and oversee the delivery of training programs that build core skills, drive service consistency, and support agent engagement, coaching agents and operational team leaders where needed.
Continuously improve quality assurance framework and tools to monitor and evaluate service performance in a changing environment
Establish structured audit processes and governance practices to ensure adherence to policies and service standards
Drive a culture of continuous improvement through data analysis, root-cause identification, cross-functional collaboration, and delivering projects that support operational transformation aligned to organizational goals
Measure alignment between contact center service delivery and customer feedback
Champion data driven decision making, leveraging analytics to optimize workforce planning aligned to traffic volumes, contact center KPIs and end user satisfaction
Develop both proactive and real time risk mitigation strategies to handle emergencies, escalations and crisis response to support crew impacted by natural disasters, international conflicts, large-scale travel disruptions, etc.
Ensuring policies, practices, and procedures are understood and followed by direct reports, customers and stakeholders
Fostering team engagement and collaboration
Leading, coaching and developing team members
Attracting and retaining top talent within the function
Managing escalations, including raising to Sr. Leadership when applicable
Managing stakeholders as well as vendor relationships and contracts
Communicating effectively to executive team
Role modeling the highest standards of professionalism and ethics