Contact Centre Supervisor

As a member of the senior team within our busy and vibrant Contact Centre, this role is responsible for managing the day to day activities and performance of the team of Customer Service Executives. If you are passionate about driving performance and delivery and motivated by hitting or exceeding KPIs, this is a fantastic opportunity to showcase your skills. You will have the opportunity to support with recruitment, training and coaching our Customer Service Team, ensuring we are continuously improving our service levels. Being proactive to work through escalated cases and managing the team work load are also duties assigned to this role, ensuring you can make a positive difference to both our passengers and our Customer Service Team.

- Manages and motivates a team of up to 9 Customer Service Executives to resolve all Post Cruise claims 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

- Resolves any escalated customer complaints quickly and efficiently

- Liaises with all departments as necessary to ensure effective customer service and quick resolutions

- Analyses agent performance, production and quality of work

- Manages, trains and assists with any recruitment for our customer service team

- Contributes ideas to support the development of customer service policies and standards with the Global team and representing the UK office in global meetings in the absence of the Customer Service Manager

- Keeps current a complete knowledge of company policies and procedures and shares with the team

- Contributes ideas for training, participates in coaching and monitors service levels ensuring standards are met as required to support the Quality Assurance team

- Carries out regular SMART monthly 1-1s, probation reviews and annual appraisals

- Manages disciplinary and grievance procedures

- Hits/exceeds team KPIS by analysing data/trends and closely monitoring performance and taking any necessary action

- Fluent English with excellent verbal and written communication skills, with a good level of numeracy

- Excellent working knowledge of Microsoft Office

- Proven people management experience and skills – building and leading teams with the capability to drive the delivery of long term results whilst balancing short term priorities

- A track record of 2 -3 years in the travel industry in either retail, reservations or customer service

- Good knowledge of the cruise industry and geographical knowledge of destinations featured by MSC Cruises

- Strong organisation and prioritisation skills

- Demonstrating efficient claims management ensuring that our customers receive excellent customer service is essential for this role

- A track record of delivering results as a team leader/manager with the ability to continually seek improvement in performance and in process efficiency within claims

- An excellent communicator, capable of influencing and asserting opinion at all levels

- Proven experience as a team player, capable of operating effectively within a senior cross-team management function

- A high degree of drive, commitment and ability to remain calm under pressure is a must in this position

- Full Right to Work in the UK required