Real Time Team Leader (Contact Centre)

Carnival Corporation & plc; Southampton; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player seeks a Real Time Team Leader to drive performance within its contact center. This full-time role offers a hybrid work environment, allowing flexibility while ensuring exceptional service delivery. Candidates should have management experience and a strong background in omni-channel contact centers. Join a dynamic team committed to creating unforgettable holiday experiences for guests, with a comprehensive benefits package that supports your wellbeing and career growth. If you're ready to lead and inspire, this is the opportunity for you.

Benefits

Employee Discounted Cruising

Minimum 25 Days Leave

Private Medical and Dental Insurance

Employee Assistance and Wellbeing Programmes

Recognition Schemes

Contributory Pension Scheme

Onsite Restaurant

Life Assurance

Electric Car Scheme

Discounted Retail Benefits

Qualifications

• Strong leadership and coaching abilities to motivate the team.
• Experience in managing a Real Time team effectively.

Responsibilities

• Oversee the day-to-day operations of the Real Time team.
• Ensure team meets business objectives and deliverables.

Skills

Management Experience

Omni-channel Contact Centre Experience

WFM or Telephony Systems Knowledge

Team Leader Skills

Organizational Skills

Job description

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 in search of a Real Time Team Leader, who is crucial in supporting our CCO performance and nurturing a high-performing team.

Your accountabilities will include:

1. The successful day-to-day running of the Real Time team, through strong leadership, motivating, engaging, and coaching staff to deliver exceptional service to our operational teams.
2. Ensure our Real Time specialists work together to meet our business objectives & support 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. Undertake regular monitoring to ensure deliverables meet our standards, processes are followed, and our operational team experience aligns with our brand values.

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

Requirements: Your Expertise and Leadership

To thrive as a Real Time Team Leader within the CCO team, we're looking for:

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

About You: A Catalyst for Change

We believe diversity enriches our team. We're interested in candidates who:

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

Why Join Us?

Working with us is more than a job; it's about creating unforgettable holiday happiness for our guests and a fulfilling career for you. Our benefits package reflects our commitment to your wellbeing:

• Employee Discounted Cruising plus Friends and Family offers
• A welcoming environment with support during onboarding
• Regular office events, including live entertainment, lifestyle events, and charity fundraisers
• Extensive learning and development opportunities
• Minimum 25 days leave, bank holiday allowance, and holiday trading scheme
• Employee-led networks
• Employee Assistance and Wellbeing programmes
• Recognition schemes with prizes and awards
• Contributory Defined Contribution Pension scheme
• Company-paid private medical and dental insurance, health assessments
• In-house Occupational Health support and digital GP access
• Life Assurance
• Parental and adoption leave
• Employee Shares Plan
• Electric Car and Cycle to Work schemes
• Onsite restaurant with healthy meal options
• Discounted retail and leisure benefits

Ready to Lead?

If guiding a guest experience team to new heights excites you, we're eager to hear from you. Apply now to start your journey with us, where your leadership will make a difference.

Recruitment Journey

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

#LI-Hybrid

#Job Functions: Customer Service; Management; Strategy / Planning;

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About Us

Holidays are one of life’s greatest pleasures. Having the chance to relax, escape, and explore is a magical thing. And there is no better holiday than a cruise.

No one knows cruising like Carnival UK, where talented people from across the globe come together to create unforgettable holiday happiness. As part of the world’s largest holiday travel and leisure company, we take pride in bringing to life two iconic brands from Britain’s seafaring heritage, P&O Cruises and Cunard. Collectively, they have been delivering joy, adventure, and memories for over 350 years. In a growing global holiday market, cruising remains a vast opportunity to reach many more people.

Our diverse yet close-knit teams share high standards, heartfelt values, and a passion for our purpose. Our Culture Essentials outline our expectations for a safe, sustainable, compliant, and inclusive environment.

Through delivering extraordinary travel experiences and fostering our culture, we aim to become Travel’s Employer of Choice.