Contact Centre Supervisor

London, England, United Kingdom

5/31/2025

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

As a member of the senior team within the busy, vibrant Contact Centre, the Contact Centre Supervisor is responsible for managing the day to day activities & performance of their team of Contact Centre Agents, this includes managing work load and assisting with any issues.

In addition, the Contact Centre 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

• Manage & motivate a team of Contact Centre Agents to handle inbound enquiries in line with service standards and procedures and to provide a high level of customer service to meet established goals.
• Escalate any issues to improve service levels and streamline processes.
• Take ownership of our Pre-Travel NPS surveys
• Monitor & report on agency/customer needs and implement processes to enhance customer experience.
• Analyse call performance, production & quality of work
• Act as a point of escalation for all complaints, working closely with all internal departments to successfully resolve.
• Assist with supporting and training of new staff, when required
• Take ownership and coordinate special operational projects & tasks.
• Have a complete knowledge of and work in line with MSC Service Standards & Procedures and share with the team
• Contribute ideas for training & participate 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

• Fluent English with excellent verbal & written communication skills and numerate
• Educated to ‘GCSE’ level standard or equivalent
• 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 preferred
• 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 & time management skills and calm under pressure.
• Can motivate & inspire the team
• Ability to build strong relationships with internal departments & travel agencies.
• Confident to sort out any issues promptly and calmly.
  
  

Your Essentials

• Full right to work in UK
  
  

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!