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 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  

As a member of the HR Transformation & Operations Leadership Team, this role is also responsible for:  

• 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  

Agency and Third-Party Submissions: Please note this is a direct search by the Company, and applications through agencies and other third parties will not be accepted, nor will fees be paid for unsolicited resumes. Any unsolicited resumes will be considered the Company's property.

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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