Your Purpose As a member of the senior team within the busy, vibrant Contact Centre, the Supervisor is responsible for managing the day to day activities & performance of their team of 15 Cruise Specialists, this includes managing work load and assisting with any issues. In addition, the Supervisor will help with recruiting, training and coaching their team and work with other managers to work on continuous improving service levels to both direct customers and travel agents. We need a good communicator who can motivate their team and leads by example in order to achieve or exceed team KPIS and targets. Your Impact • Manages and motivates a team of Cruise Specialists to handle inbound enquiries in line with service standards and procedures and to provide a high level of customer service to meet established goals. • Escalates any issues to improve service levels and streamline processes. • Takes ownership of our Pre Travel NPS surveys • Monitors and reports on agency/customer needs and implement processes to enhance customer experience. • Analyses call performance, production & quality of work • Acts as a point of escalation for all complaints, working closely with all internal departments to successfully resolve. • Assists with supporting and training of new staff, when required • Takes ownership and coordinate special operational projects & tasks. • Haves a complete knowledge of and work in line with MSC Service Standards & Procedures and share with the team • Contributes ideas for training and participates in coaching & monitoring to ensure service levels are met as required supporting the Quality team. • Run daily reports and deliver morning team briefings. • Work across the entire contact centre to actively support the team with their daily duties. • Carry out SMART monthly 1-1s, probation reviews & annual appraisals • Manage disciplinary and grievance procedures • Hit/Exceed team KPIS by analysing data/trends and closely monitoring performance and taking any necessary action Your Journey so far • Good working knowledge of Microsoft Office • A track record in the travel industry in either retail, reservations or customer service. • 2 years minimum call centre experience in a sales or customer service environment • Good knowledge of the cruise industry and geographical knowledge of destinations featured by MSC Cruises • Organisation and prioritisation skills; • Ability to work flexibly to the needs of the business and under pressure • Ability to think outside the box and be open to new challenges • Flexibility to attend training events and/or educationals • Good decision making skills and time management skills and calm under pressure. • Can motivate and inspire the team • Ability to build strong relationships with internal departments & travel agencies. • Confident to sort out any issues promptly and calmly. Your Essentials • Right to work in UK • Fluent English with excellent verbal & written communication skills & numerate • Educated to ‘GSCE’ level standard or equivalent