Explora Experience Centre Supervisor

Where passion meets opportunity

Discover your journey into the extraordinary.

Your Purpose

Explora Journeys is a vibrant, cosmopolitan, European luxury brand, imagined in the heart of Swiss hospitality in Geneva. Leveraging our parent company MSC Group’s hundreds of years of maritime expertise, our fleet of six luxury ships (four currently in the pipeline) are being built and designed in a totally different and unique way that will transform and redefine the cruise experience, creating a category of its own, appealing to the next generation of luxury travellers.

As an Experience Centre Supervisor, you will support the day-to-day operations of our contact centre by leading and coaching a team of Ambassadors. You will ensure the consistent delivery of exceptional guest and travel advisor service in line with our high-touch brand values. This role serves as the first line of support for Global Multilingual markets and plays a key role in maintaining service quality, team culture, and operational excellence. Operating in a 24/7 global luxury contact centre environment, the role ensures exceptional service delivery across inbound, outbound, and digital channels while driving team performance, operational excellence, and adherence to the luxury brand promise.

This role is based in the office out of our Johannesburg Office.

Your Impact

Lead and manage a team of Advisors within a multilingual, multi-channel global contact centre that supports USA, UK, Europe, and Asia.

Oversee daily operations across inbound, outbound, email, live chat, social media, and other digital engagement platforms.

Ensure service coverage across a 24/7 operation, working closely with Workforce Management to optimise schedules and real-time adherence.

Monitor and manage team KPIs including quality scores, productivity, occupancy, customer satisfaction (CSAT), First Contact Resolution (FCR), and Service Level Adherence (SLA).

Act as an escalation point for complex guest queries, ensuring resolution that reflects the luxury service ethos.

Support recruitment, onboarding, training, and continuous coaching to drive high performance and employee engagement.

Collaborate with Quality Assurance, Training, and Operations teams to align service delivery with brand standards.

Ensure compliance with internal policies, regulatory requirements, and global best practices across diverse geographies.

Your Journey so far

Your Essentials

Experience:

Minimum 3+ years’ experience in a Contact Centre leadership role, ideally within luxury travel, hospitality, or premium service industries.

Knowledge:

Strong understanding of inbound, outbound, and digital channel service models.

Familiarity with ACDs, CRM, Workforce Management, and omnichannel engagement platforms.

Understanding of global cultural differences and customer expectations across regions.

Skills:

Proven leadership and coaching skills to inspire and motivate diverse teams.

Excellent communication skills in English (additional languages highly advantageous).

Strong problem-solving and decision-making ability in fast-paced, high-touch environments.

Ability to balance operational delivery with guest experience excellence

Attributes:

Luxury service orientation, with a passion for delivering bespoke and personalised guest interactions.

Culturally aware, adaptable, and collaborative.

Resilient in managing a 24/7 operation across multiple time zones.

At Explora Journeys, we are redefining luxury ocean travel — where discovery, well-being, and a deep respect for the seas come together in harmony. 
We seek passionate professionals who share our vision of a more immersive, transformative way to discover the world’s most inspiring destinations by sea.
Are you ready to turn your passion into something extraordinary? Join us at Explora Journeys, where an ocean of opportunities awaits. Your journey to the Ocean State of Mind starts here.