Contact Centre Supervisor

MSC Cruises; Woking; On-site; GBP 32,000 - 43,000; Full time

Job summary

MSC Cruises is seeking a Contact Centre Supervisor in the UK & Ireland to lead a fast-paced team of Cruise Specialists handling inbound enquiries and maintaining high service standards. You will drive performance, coach staff, and coordinate with Training, Development and Quality teams to deliver exceptional guest experiences.

The role requires proven call centre leadership, strong English communication, and flexibility to work in a dynamic travel environment.

Qualifications

• Fluent English with excellent verbal and written communication and numeracy.
• Minimum 2 years call centre experience in sales or customer service.
• Experience in travel industry beneficial.
• Proven ability to motivate and coach a team.

Responsibilities

• Manages and motivates a team of Cruise Specialists to handle inbound enquiries and meet service standards.
• Escalates issues to improve service levels and streamline processes.
• Tracks call performance and reports on quality and customer experience.
• Contributes to training and coaching of staff and supports the Quality team.
• Delivers daily team briefings and supports cross-department collaboration.

Skills

Fluent English

Call centre experience

Customer service

Organisation & prioritisation

Problem solving under pressure

Education

GCSE level or equivalent

Tools

Microsoft Office

Job description

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

Our Contact Centre Supervisors inspire and motivate their teams to consistently achieve and exceed KPIs while maintaining exceptional Quality Assurance standards. Their focus on performance excellence ensures every guest receives the highest level of service and support.

Working closely with internal departments including Training and Development, they champion best practices and drive continuous improvement through engaging leadership, coaching and people management.

Our UK & Ireland Contact Centre is a vibrant, fast-paced environment built on collaboration, innovation and outstanding customer service. Together, we are committed to creating positive experiences for our guests and stakeholders at every interaction.

Your Impact

• Manages and motivates a team of Cruise Specialists to handle inbound enquiries in line with service standards and procedures and to provide a high level of customer service to meet established goals.
• Escalates any issues to improve service levels and streamline processes.
• Takes ownership of our Pre Travel NPS surveys
• Monitors and reports on agency/customer needs and implement processes to enhance customer experience.
• Analyses call performance, production & quality of work
• Acts as a point of escalation for all complaints, working closely with all internal departments to successfully resolve.
• Assists with supporting and training of new staff, when required
• Takes ownership and coordinate special operational projects & tasks.
• Has a complete knowledge of and work in line with MSC Service Standards & Procedures and share with the team
• Contributes ideas for training & participate in coaching & monitoring to ensure service levels are met as required supporting the Quality team.
• Runs daily reports and deliver morning team briefings.
• Works across the entire contact centre to actively support the team with their daily duties.
• Carries out SMART monthly 1-1s, probation reviews & annual appraisals
• Manages disciplinary and grievance procedures
• Hits/exceeds team KPIS by analysing data/trends and closely monitoring performance and taking any necessary action

Your Journey so far

• Fluent English with excellent verbal and written communication skills and numerate
• Educated to ‘GCSE’ level standard or equivalent
• Good working knowledge of Microsoft Office
• A track record in the travel industry in either retail, reservations or customer service.
• 2 years minimum call centre experience in a sales or customer service environment
• Good knowledge of the cruise industry and geographical knowledge of destinations featured by MSC Cruises
• Organisation and prioritisation skills
• Ability to work flexibly to the needs of the business and under pressure
• Ability to think outside the box and be open to new challenges
• Flexibility to attend training events and/or educationals
• Good decision making skills & time management skills and calm under pressure
• Can motivate & inspire the team
• Ability to build strong relationships with internal departments & travel agencies
• Confident to sort out any issues promptly and calmly

Your Essentials

• Right to work in UK

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!