Specialist, Customer Experience Operations l

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 Payroll.

Position Summary:

Under general supervision this position is responsible for accurately and efficiently tracking, posting time and answering questions about payroll information for all Manila contact center employees daily. The Operations Payroll Coordinator will be working closely with the Workforce Planning and contact center leadership team to ensure all aspects of an employee’s payroll and benefit hours is accurately recorded. The Payroll Coordinator will also work closely with Corporate Payroll and HR to ensure Government and Company guidelines are upheld regarding all payroll related matters. Auditing and reviewing entries will be required to ensure accuracy in both the payroll system as well as independently maintained spreadsheets. Periodically manage various paid and unpaid time off entitlements for the different contact centers in North America as well as the Philippines for a total of 2,300 employees. Professional and positive interaction with all levels of management, agents and colleagues is imperative. The administrative requirements in a contact center environment are always evolving. The Operations Payroll Coordinator must be able and willing to evolve within this environment.

Essential Duties and Responsibilities:

1. Monitor, audit and consolidate agent worked hours to payroll systems. Report on any problems with data transfer or missing information. Maintain payroll systems with correct employee information. Daily input of vacation, personal time, Nigh differentials and other payouts not associated with physical worked time.
2. All updates to current payroll cycle must be done every two weeks. Failure to meet these deadlines would result in negative impacts to employee’s pay. It will be a requirement to work accurately and efficiently making sure these deadlines are met.  
3. Accuracy is of the highest importance when tracking employees worked hours, vacation, and personal time in the payroll system. Spreadsheet maintenance is required to help assist with accuracy between payroll and operations staffing systems. Keeping the payroll system up to date is required, especially when a termination check is issued to an employee that separates from the company.
4. Responsible for assisting the leadership team or HR in the preparation of various reports related to historical payroll information. Provide assistance in the individual request by management or contact center staff in regards to personal time or vacation time that has been paid out.
5. Handles customer service inquiries and problems via email, phone and walk up by contact center employees, HR, Corporate Payroll and the leadership team. Provide support to RCCL contact center staff in regards to payroll questions or policies. Work with corporate payroll and HR to answer questions, request manual checks or verify information.
6. 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.

Qualifications:

• Position requires a high school diploma. Associate degree preferred or at least 1-2 years’ experience in a payroll or data entry position.
• Minimum of 1 – 3 years’ of payroll, data entry and/or customer service required.

Knowledge and Skills:

• LANGUAGE SKILLS: Strong verbal and written communication skills are required. Ability to read, analyze and interpret governmental regulations and Attendance guidelines.
• MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals.
• REASONING ABILITY: Ability to solve problems and deal with a variety of variables in situations where only limited standardizations exist. Ability to interpret a variety of instructions furnished in written, oral, diagram, or scheduled form. Ability to comprehend and work with multiple time zones and military time. 
• SOFTWARE REQUIREMENTS: PC experience including Microsoft Office required. Additional software preferred but not required PeopleSoft, Alvaria (WFO), Genesys Cloud and Microsoft Outlook and Excel, SuccessFactors.
• OTHER QUALIFICATIONS: Must possess excellent interpersonal skills. Should effectively build relationships and encourage collaboration in all locations in order to manufacture positive and significant outcomes. Demonstrate strong initiative and effective questions and listening skills.
• Maintain confidentiality at all times, take ownership of situations and escalate issues to the appropriate party for immediate resolution.

Physical Demands:

• The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations. 
• Ability to see (visibly) computer monitors, use fingers, hear customers via phone and in person.  Specific vision abilities required include close vision and ability to adjust focus.  The employee is regularly required to sit, stand, write, review, type reports, compile data, and operate a pc. The employee regularly moves about the office complex, and may climb, descend, lift or move 10 pounds.

Work Environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, and /or moving inside/outside the office. A high noise level is possible if visiting shipboard or offsite locations.
• The work level in the work environment is usually moderate.

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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