Manager, Contact Center

Job Description

IT Manager, Contact Center 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 & benefits package, and excellent career development opportunities, each offering unique ways to explore the world. About Us Royal Caribbean Group is the world’s largest cruise line, having a record-breaking year and launching not one but TWO brand new ships in 2025! It couldn’t be a more exciting time to join a global business that is blazing a trail in the travel industry right now. With our 3 brands Royal Caribbean International, Celebrity Cruises & Silversea we have ships in South America, Europe, Asia, Australia, and several North American markets beyond our headquarters in Miami, FL. We cover the globe. No matter where our guests want to go, Royal Caribbean Group has a ship that can deliver a world-class vacation. At Royal Caribbean Group we never rest on our laurels; we constantly strive to improve our work and be at the forefront of the industry. The work that we do is exciting, challenging, and innovative. You get to work both independently and as part of a collaborative and dynamic international team. We are passionate, we are innovative, and we are unstoppable. Position Summary: We are seeking a highly skilled and experienced IT Manager to lead and support the technology for the Global Contact Centre operations. The successful candidate will oversee two Product Owners and a Senior Engineer, ensuring the effective development, implementation, and maintenance of contact centre technologies. This role demands strong leadership, excellent technical expertise, and the ability to drive strategic initiatives in a dynamic global environment. Essential Duties and Responsibilities: Work with the IT Director to understand customer expectations, requirements and business values for platform features. Develop and execute strategic plans for the Global Contact Centre IT organization, aligning with key business stakeholders across the three brands within RCG, the Data & Analytics Team and other areas of the organisation. Identify opportunities for innovation and improvement within the contact centre technologies and processes. Oversee the planning, execution, and delivery of key projects related to the contact centre applications, ensuring they are completed on time, within scope and within budget. Co-ordinate with cross-functional teams, including Digital, Ecommerce and other IT departments, to ensure seamless integration and operation of the Contact Centre technologies. In conjunction with the Senior Engineer provide technical guidance and support to the team, particularly in areas of system design, development, and troubleshooting. Ensure the reliability, performance, and security of contact centre applications and infrastructure. Serve as the primary point of contact for stakeholders regarding contact centre IT initiatives, providing regular updates and addressing any concerns. Facilitate effective communication between business units and IT to ensure alignment on priorities and objectives. Ensure all contact centre technologies comply with relevant regulations, standards and the best practices, aligning with the BISO’s / Data Privacy Teams. Implement and maintain robust security measures to protect sensitive data and ensure business continuity. Lead, mentor and manage a team consisting of two Product Owners and a Senior Engineer, fostering a collaborative and high performing work environment. Set clear goals, provide regular feedback, and conduct performance reviews to ensure team members are motivated and aligned with organizational objectives. Identify and manage cross team dependencies to prevent impediments and foster collaboration. Remain current with business industry and operational trends in order to advise and advocate solution approaches for systems and applications to meet growing business needs. Perform other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management. Responsible for all resources, including financial implications and cost of systems/services for specific products and technology solutions, during development. This includes making decisions based on the best return on investment (ROI) and understanding the cost and benefit when prioritizing the backlog. Solid understanding of accounting rules for product capital and expense activities. Defines optimization opportunities to manage cost and ensure technology expenditures align with business objectives. Tracks effort hours by activity in time management tool. Qualifications: Preferable a Bachelor’s degree or higher in Computer Science, Information Technology or any related discipline. Minimum of 5 years experience in IT, with at least 3-5 years in a managerial role. Proven experience in managing contact centre technologies and teams. Strong background in Project Management and strategic planning. Proven ability to lead, facilitate, coach, mentor and communicate effectively in both an interpersonal and/or group setting. Experience and Skills: Proficiency in contact centre platforms such as Avaya, Genesys, Cisco, or similar. Experience with IVR, ACD and other contact centre technologies. Solid understanding of software development lifecycle and agile methodologies. Exceptional leadership and team management skills. Strong problem-solving and decision-making abilities. Excellent communication and interpersonal skills. Ability to work effectively in a fast paced, global environment. Extensive knowledge and experience engaging and empathizing with the customer, putting their wants and needs at the heart of all products. Extensive knowledge and experience with methodologies, tools, and techniques for managing software products at all stages of the product lifecycle. Extensive knowledge and experience with the business aspects and operation of a software product; knowledge of the install base, current uses, future plans, and product vision. Extensive knowledge and experience in the Travel / Hospitality industry. Able to lead and collaborate with persons at all levels of responsibility in the Information Technology and Corporate organizations to formulate, communicate and implement enterprise technical strategies. Possesses an in-depth understanding of IT estimation activities. Demonstrates ability to coordinate the analysis and problem solving of engineering problems with many individuals which results in consensus on solutions. Effective Communicator. Your writing and speaking skills are clear, articulate, and effective, demonstrating your ability to interact with and be understood by all levels and various teams across the organization. Collaborator and Business Liaison. You are united with teammates and follow through on commitments, so you are known as a trusted business partner and someone your teammates can count on. Organized, Efficient, and Accountable. You have a keen eye for detail and pride yourself on delivering quality work. You multitask well, re-prioritize accordingly, and meet deadlines consistently. Above all, you are flexible and able to juggle the needs of changing priorities of the business, including managing multiple projects at once. Passionate. Motivated. Eager to Learn. You are resourceful, ask smart questions, challenge the status quo, and regularly seek to understand. Physical Demands: While performing job functions the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information. The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 10 to 15 pounds. Visual requirement include distant, close and color vision, and ability to adjust focus. The role will primarily function within the professional IT and business office environments located in Weybridge; the role will require you to timeshift on a regular basis. The timezones that you will be responsible for are APAC & North American regions, some occasional business travel is required. The space is in compliance with safety, environment, health, and accessibility requirements. The work environments are maintained to reinforce collaboration, motivation, and innovation to help maintain a vibrant and distinctive culture and a diverse workforce. What we Offer. At Royal Caribbean Group, we are client-centric but put people first. We have a culture where everyone is trusted and valued in equal measure, whatever your role in the company. We are propelled by people. Our employees and crew are the driving force behind our success. Our aim is to recruit, develop and retain world class people, who come to Royal Caribbean to do the best work of their careers. We are committed to employee development, and you will have the opportunity to learn from some of the most experienced people in the business. We regularly reward and promote success, encouraging staff to take on new challenges and responsibilities to aid progression. Our remuneration package includes our competitive pension, private healthcare, life assurance cover to name a few. In addition, every permanent member of staff that works at Royal Caribbean is eligible for our cruise request program and friends & family cruise discounts. With good transport links to our modern offices in Surrey, we have plenty of free parking, a free shuttle bus from the train station, on-site restaurant, and on-site gym. We take a flexible approach to work. We currently work a combination of days in the office and work from home. Come join the team - Journey with us, succeed with us, grow with us. 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. #J-18808-Ljbffr