Coord, Operations Admin

Journey with us!  Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud 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. Royal Caribbean Group’s Operations Control Unit Team has an exciting career opportunity for a full time Coord, Operations Admin.   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 1,800 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:

DATABASE MANAGEMENT:   Create employee attendance files and maintain them on a daily basis using Microsoft Excel spreadsheets. Review employee actual hours worked using historical reports from phone and schedule tracking systems. Accurately record and track information on any attendance infractions that are not in line with the organization’s attendance policy in the employee’s attendance file. Update any changes or exceptions that are made using the schedule tracking system that is housed under Aspect Workforce. Research attendance anomalies in various systems to ensure accuracy. HISTORICAL REPORTING:   Produce reports on agent and team attendance patterns.  Report infractions to the leadership team and HR on a daily basis. Monitor and report to the leadership team and HR on North America’s planned and unplanned OFLA and FMLA absences in accordance with company, state and federal laws as well as Philippine approved leave laws.  Assist in creating attendance reports that will help the department for staffing purposes. Maintain open communication with the workforce planning team in order to ensure accuracy of daily reporting. CUSTOMER SERVICE:   Handles customer service inquiries and problems via email, phone and walk up by contact center employees, HR and the leadership team teams across the different organizations. Advises the leadership team on any attendance disciplinary actions that need to be taken based on guidelines that are dictated in the attendance policy.