Real Time Team Leader (Contact Centre)

Carnival; Southampton; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Real Time Team Leader to drive performance in their Contact Centre Operation. This pivotal role involves managing a high-performing team, ensuring exceptional service delivery, and collaborating effectively to meet business objectives. With a hybrid work arrangement, this position offers a unique opportunity to lead a dynamic team while contributing to unforgettable holiday experiences for guests. Join a company that values diversity and offers extensive learning opportunities, generous leave, and comprehensive benefits, including medical insurance and employee share plans. If you're ready to make a difference in guest experiences, apply now!

Benefits

Employee discounted cruising

Minimum 25 days leave

Contributory pension schemes

Company-paid private medical insurance

Occupational health support

Life assurance

Employee share plans

Onsite restaurant

Discounts on retail and leisure

Regular events and entertainment

Qualifications

• Strong background in a Real Time Analyst role.
• Proven management experience in a customer service environment.

Responsibilities

• Manage the Real Time team to ensure exceptional service delivery.
• Monitor deliverables and support team collaboration for business objectives.

Skills

Team Leadership

Management Experience

Omni-channel Contact Centre Experience

WFM or Telephony Systems Knowledge

Organizational Skills

Job description

We take enormous pride in bringing to life P&O Cruises and Cunard, two of the most iconic brands from Britain’s rich seafaring heritage. Our Carnival UK Contact Centre Operation (CCO) team is seeking a Real Time Team Leader, a crucial role in supporting our CCO performance and nurturing a high-performing team.

Your accountabilities will include:

1. The successful day-to-day management of the Real Time team, including strong leadership, motivation, engagement, and coaching staff to deliver exceptional service to our operational teams.
2. Ensuring our Real Time specialists collaborate effectively to meet business objectives and supporting or implementing initiatives to drive improvement when required.
3. Resolving issues at the first point of contact and encouraging the team to do so within individual limits.
4. Monitoring deliverables to ensure standards are met, processes are followed, and the operational team experience aligns with our brand values.

Positioning and Classification

This role is positioned within our internal structure from CUK15 (entry level) to CUK1 (Brand President). It is classified as a CUK 10, offered as a full-time position with hybrid work arrangements, including up to two days from home.

Requirements: Your Expertise and Leadership

• Previous management experience
• Experience in an omni-channel contact centre
• Knowledge of relevant WFM or telephony systems

About You: A Catalyst for Change

We value diversity and are interested in candidates who:

• Have a strong background in a Real Time Analyst role
• Possess team leadership skills
• Are organized

Why Join Us?

Joining us means more than a job; it's about creating unforgettable holiday experiences for our guests and building a fulfilling career for you. Our benefits include:

• Employee discounted cruising and special offers for friends and family
• A welcoming environment with support during onboarding
• Regular events, entertainment, and charity fundraisers
• Extensive learning and development opportunities
• Minimum 25 days leave, bank holidays, and holiday trading schemes
• Employee networks and wellbeing programs
• Recognition schemes with prizes and awards
• Contributory pension schemes
• Company-paid private medical and dental insurance, health assessments
• Occupational health support and digital GP access
• Life assurance, parental and adoption leave
• Employee share plans
• Electric car and cycle-to-work schemes
• Onsite restaurant and discounts on retail and leisure

Ready to Lead?

If guiding a guest experience team excites you, we want to hear from you. Apply now and start your journey with us, where your leadership will make a difference.

Recruitment Journey

For more information, visit https://bit.ly/CUKCandidateJourney.

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