Real Time Team Leader (Contact Centre)

Carnival Cruise Line; Southampton; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

Join a leading holiday travel company as a Real Time Team Leader. You will motivate and coach a high-performing team, ensuring exceptional service delivery. This full-time role offers hybrid working options and numerous benefits including employee discounts, extensive learning opportunities, and a supportive work environment.

Benefits

Employee Discounted Cruising

Minimum 25 days leave

Contributory pension scheme

Company-paid private medical insurance

Employee Shares Plan

Onsite restaurant with healthy meal options

Qualifications

• Previous management experience required.
• Experience in an omni-channel contact centre.
• Strong background in a Real Time Analyst role.

Responsibilities

• Oversee day-to-day operations of the Real Time team.
• Ensure team meets business objectives and drives improvements.
• Monitor standards and processes to align with brand values.

Skills

Management

Leadership

Organisational Skills

Tools

WFM Systems

Telephony Systems

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 seeking a Real Time Team Leader, 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, motivating, engaging, and coaching staff to deliver exceptional service to our operational teams.
2. Ensuring our Real Time specialists work together to meet business objectives and supporting or implementing initiatives to drive improvement.
3. Resolving issues at the first point of contact and encouraging the team to do so within individual limits.
4. Undertaking regular monitoring to ensure standards are met, processes are 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). It is classified as a CUK 10, offered as a full-time position with hybrid work options, 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 are 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 value diversity and are interested in candidates who:

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

Why Join Us?

Benefits

Working with us is about creating unforgettable holiday happiness and building a fulfilling career. Our benefits include:

• Employee Discounted Cruising plus Friends and Family offers
• A welcoming environment with support during onboarding
• Regular office events, live entertainment, 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 programmes
• Recognition schemes with prizes and awards
• Contributory pension scheme
• Company-paid private medical and dental insurance and 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 look forward to your application. Start your journey with us and make a difference through your leadership.

Recruitment Journey

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

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

About Us

Holidays are a great pleasure, and cruising offers unique experiences. Carnival UK, part of the world’s largest holiday travel company, is proud to operate P&O Cruises and Cunard, delivering joy and lifelong memories for over 350 years. We strive to be Travel’s Employer of Choice by fostering a culture of safety, sustainability, diversity, and excellence.