Contact Centre Team Leader

Where passion meets opportunity

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

Your Purpose

The Contact Centre is a very busy, vibrant team, responsible for the effective handling of all incoming requests regarding MSC Cruises. The Team Leader’s role is to assist the Team Manager, with leading a team of 10-15 Contact Centre Agents, whilst also actively handling telephone calls and emails with travel agents and direct customers for bookings and service requests. Team Leaders will assist with coaching the team, handling any issues and will motivate and act as a role model to their team in order to achieve or exceed team KPIS and targets. 

This is the ideal role for an experienced Contact Centre Agent, who is looking to develop their management skills.

Your Impact

• Handles all inbound enquiries (mainly by phone or email) in line with service standards and procedures.
• Uses our inhouse reservation systems to process sales by phone or email.
• Promotes and upsell MSC Cruises products and services to generate revenue
• Assists clients/travel agents with specialist support and after-sales service, such as reservations changes, purchase of additional services, and special requests.
• Provides relevant information to enhance customer service, loyalty and to help them make an informed decision about what holiday they book for themselves or their client.
• Reports customer/agent feedback on web functionalities and content.
• Supports, trains and coaches new staff.
• Takes ownership and coordinates specific operational projects & tasks.
• Has a complete knowledge of and work in line with MSC Service Standards & Procedures and share with the team
• Contributes ideas for training & participate in coaching & monitoring to ensure service levels are met.
• Runs relevant reports and deliver morning team briefings as required.
• Works across the entire contact centre to actively support the team with their daily duties when required

Your Journey so far

• Working knowledge of Microsoft Office 
• Travel industry experience in either retail, reservations or customer service.
• Call centre experience in a sales or customer service environment
• 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
• Ability to build strong relationships with internal departments & travel agencies.

Your Essentials

• Fluent English with excellent verbal & written communication skills and numerate 
• Educated to ‘GCSE’ level standard or equivalent
• 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!