Our Princess Cruises Contact Centre Operation (CCO) team is in search of a Team Leader, who is crucial in supporting our CCO direction and nurturing a high-performing team. Your accountabilities will include:
* Responsible for the successful daily running of all areas within the Contact Centre, inclusive of Inbound, Outbound, Webchat & Air, to ensure team KPI’s are achieved.
* To regularly review individual’s performance & develop Contact Centre team members through strong leadership, motivation, engagement, coaching & training techniques, to drive sales & consistently deliver excellent customer service.
* Owning the delivery and embedment of key business changes within the Contact Centre.
* To assist with the production and delivery of inductions for new employees & training programmes for the Contact Centre team.
Positioned within our internal structure from CUK15 (entry level) to CUK1 (Brand President), this role is classified as a CUK10, 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 Contact Centre Team Leader within the Princess team, we're looking for:
* Leading, developing and managing a high performing sales and customer service team through coaching and strong people management.
* Using initiative and creativity to build a winning, fun environment which drives sales performance.
* Experience of running the daily operation of a Contact Centre, demonstrating knowledge of the performance daily.
* Networking at all levels internally and externally.
About You: A Catalyst for Change
We believe that diversity enriches our team. We're interested in candidates who:
* Previous experience within the travel/cruise industry or Contact Centre environment.
* Knowledge of relevant contact centre systems.
* Knowledge of booking systems.
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 a 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.
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