Under general supervision this position is responsible for real-time operational management, database management, future staff planning and historical reporting of all RCCL contact center activities. This role will examine the contact center trends for North America, the Philippines, as well as a 3rd party vendor for a total of 2,200 employees. Trends include but not limited to call volumes, call patterns, staff productivity, attrition rates, and resource allocation. The Operation Specialist must be able to handle unplanned events and ever changing call flows in a proficient and professional manner. This position will also have some level of leadership responsibility and will be asked to conduct themselves in a leadership manner with professionalism, outstanding customer service and accountability. Identifying organization as well as department policies and procedures will be required. Completing tasks accuracy and efficiently will be required in a time sensit...