Real Time Team Leader (Contact Centre)

Holland America Line Inc; Southampton; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading company in the travel industry is seeking a Real Time Team Leader for their Contact Centre. This role involves managing a high-performing team, ensuring service excellence, and driving operational improvements. The ideal candidate will possess strong leadership skills and relevant experience in contact centres. Join a supportive environment with extensive benefits and opportunities for growth.

Benefits

Employee Discounted Cruising

Regular office events

Extensive learning and development opportunities

Minimum 25 days leave

Employee Assistance and Wellbeing programs

Company-paid private medical and dental insurance

Life Assurance

Employee Shares Plan

Onsite restaurant with healthy meal options

Qualifications

• Previous management experience required.
• Strong background in a Real Time Analyst role.

Responsibilities

• Lead the Real Time team to deliver exceptional service.
• Monitor team performance and resolve issues at first contact.

Skills

Leadership

Organization

Tools

WFM systems

Telephony systems

Job description

Join to apply for the Real Time Team Leader (Contact Centre) role at Carnival Cruise Line

5 days ago Be among the first 25 applicants

Join to apply for the Real Time Team Leader (Contact Centre) role at Carnival Cruise Line

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 being followed, and our operational team experience aligns with our brand values.

This role is positioned within our internal structure from CUK15 (entry level) to CUK1 (Brand President), classified as a CUK 10, offered as a full-time position with a hybrid work model, 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:

1. Previous management experience
2. Experience in an omni-channel contact centre
3. Knowledge of relevant WFM or Telephony systems

About You: A Catalyst for Change

We value diversity and are interested in candidates who:

1. Have a strong background in a Real Time Analyst role
2. Possess team leader skills
3. Are organized

Why Join Us?

Benefits

• Employee Discounted Cruising plus Friends and Family offers
• A welcoming environment with support for new hires
• Regular office events including entertainment, lifestyle, and charity fundraisers
• Extensive learning and development opportunities
• Minimum 25 days leave, bank holidays, and holiday trading scheme
• Employee-led networks
• Employee Assistance and Wellbeing programs
• Recognition schemes with prizes and awards
• Contributory 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 excites you, we want to hear from you. Apply now and make a difference through your leadership.

Recruitment Journey

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

About Us

Holidays are among life's greatest pleasures. Cruising offers relaxation, exploration, and adventure. Carnival UK creates unforgettable holiday experiences through iconic brands P&O Cruises and Cunard, delivering joy and memories for over 350 years. We are committed to diversity, sustainability, and creating a culture that celebrates our values, making us a preferred employer in travel.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Customer Service, Management, Strategy / Planning
• Industries: Travel Arrangements