Real Time Team Leader (Contact Centre)

Job Description

We take enormous pride from 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:

• 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
• Ensure our Real Time specialists work together to meet our business objectives & support or initiatives are put in place to when required, to drive improvement
• Resolving issues at the first point of contact and encouraging the team to do so within individual limits
• Undertake regular monitoring to ensure the deliverables meets our standards, and processes are being followed, and our operational team experience is in line 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, on a basis, we offer 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 experience in a management position
• Previous experience in an omni-channel contact centre
• Knowledge of relevant WFM or Telephony systems
  
  

About You: A Catalyst for Change

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

• Strong background in a Real Time Analyst role
• Team leader skills
• Organised
  
  

Why Join Us?

Working with us is about 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 friendly welcome with help settling in
• Regular office events including live entertainment, lifestyle events and charity partner 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 scheme with prizes and awards
• Contributory Defined Contribution Pension scheme
• Company paid private medical and dental insurance and health assessment
• In-house Occupational Health help and access to digital GP
• Life Assurance
• Parental and adoption leave
• Employee Shares Plan
• Electric Car and Cycle to Work schemes
• Onsite restaurant offering range of healthy cooked and grab and go meals
• Discounted retail and leisure via discounts portal
  
  

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 performance-led leadership will make a difference in our shared success.

Recruitment Journey

For more information on your recruitment journey, please visit https://bit.ly/CUKCandidateJourney.

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

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 enormous pride in bringing to life two of the most iconic brands from Britain’s rich seafaring heritage, P&O Cruises and Cunard. Collectively they have been delivering unbridled joy, boundless adventure and lifelong memories to millions of people for over 350 years. And in a multi-million pound global holiday market, where cruising has barely scratched the surface, we have the opportunity to do that for many, many more people.

Our diverse yet tight knit teams share high standards, heartfelt values and passion for our purpose. Our Culture Essentials describe the expectations we have for ourselves and of each other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equity and inclusion.

It’s through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travel’s Employer of Choice.