Senior Manager, Planning and Performance - Shore Based - Southampton

As a market leader in the cruise industry, Carnival operate spectacular ships all over the world. Join us as a Senior Manager within our Southampton Contact Centre and you'll be playing a key role in creating our guests holiday happiness. You would be responsible for overseeing the teams who are providing our guests and our travel agent partners with an extraordinary standard of customer service, securing bookings with dedication as well as maximising all sales opportunities.

The purpose of the Senior Manager role is to:

• To develop and lead a management team at various levels, setting culture and environment to achieve maximum operational effectiveness through the delivery of production, revenue and quality KPI’s
• have accountability for the day to day performance of the Telephony Operation to deliver a best in class service, meeting or exceeding all KPIs and within budget
• be accountable for driving significant performance and operational improvements across the Contact Centre through the development of the long term vision and strategy
• challenge the current operating model to improve the guest experience whilst delivering an efficient service
• operate as part of the leadership team to promote collaboration of all teams within Contact Centre Operations.
• Responsible for ensuring the resourcing and people spend is effectively managed with risks flagged and required actions, and risks are quickly identified and solutions are implemented so spend remains within budget.
• Ensure timely reporting of sales performance and budget reporting

To be on call within a Crisis Rota, approx 1 week per month

Experience

• Extensive experience in a contact centre environment and a strong people facing manager
• Proven ability to influence and deal with Senior stakeholders
• Can demonstrate continuous improvement in a fast-paced and changeable environment
• Is guest-centric and can operate at both a tactical and strategic level
• Proven relationship management skills – including negotiation and development skills and strong influencing skills
• Report writing skills – including completion of annual strategy plans, business cases etc.
• Strong analytical and numerical skills
• Experience of leading and managing change on varying scales – from design to embedding
• Experience of working with outsourcing partners

If you’re driven and determined, develop your future with a world-leading cruise company that includes the prestigious P&O Cruises and Cunard Line brands. This is a fantastic chance to develop your career within a leading global business.

About us

One of our core organisational values is that we are 'better together' and that’s why we’re working hard to build an inclusive culture; where difference is respected and valued and where our people can be themselves. Inclusivity is at the heart of our recruitment process so we welcome applications from everyone. We do not discriminate on the basis of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage & civil partnership and pregnancy & maternity.

Carnival UK is the operating company for P&O Cruises & Cunard. We provide unforgettable holiday experiences and operate a winning culture to achieve standout success.

Our Cunard ships have been defining sophisticated ocean travel for over 175 years. Our ships have always been The Most Famous Ocean Liners in the World.  We continue our legacy of luxury ocean travel with our flagship Queen Mary 2, Queen Victoria and Queen Elizabeth, with Queen Mary 2 providing the only regularly scheduled transatlantic service between Southampton and New York. In 2022 our fourth Queen will join our Cunard fleet.

P&O Cruises has a proud and long tradition, with seven ships including our flagship Britannia which joined our fleet in March 2015.  Our new ship, the largest in the UK market, will join the fleet in 2020, meaning we can offer more experiences tailored to British tastes - combining genuine service, a sense of occasion and attention to detail, ensuring passengers have the holiday of a lifetime, every time.

It takes great passion and real dedication to maintain our position at the top. That’s why extraordinary, passionate people are at the heart of our journey delivering the highest standards to our valued customers. With support to help you reach your potential, attractive company benefits and incredible employee offers on discounted cruises we want your career with us to be successful and fun.  Join us on our journey, apply now.