Director, Call Center Operations & Training

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased 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.

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.

Position Summary:

The Director, Call Center Operations & Training will leverage market best practices to design, launch, and manage quality mgmt. 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.

Essential Duties and 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.

Qualifications:

• 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.

Knowledge and Skills:

• 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…