Carnival UK

Contact Centre Resource Manager

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Job ID 2162 Date posted 25/11/2021 Date closes 12/12/2021 City SOUTHAMPTON State HAMPSHIRE Country United Kingdom Job Type Full Time

Job Description


We are Carnival UK – the home of P&O Cruises and Cunard Lines. We are a market leader in the cruise industry and operate spectacular ships all over the world. Develop your future with a world-leading cruise company as a Contact Centre Resource Manager and ensure an excellent service to our guests!

We have big plans for the future and with new ships on the horizon, there has never been a more exciting time to join us.

About the Role

We are looking for a new Contact Centre Resource Manager to oversee the end to end resourcing and planning strategy, and match resource supply to guest demand across the contact centre. This will include data provision within contact centre operations ensuring that staff utililisation and service levels are optimised.

You will be accountable for the forecasting, budgeting, and monitoring of the contact centre payroll spend, ensuring that all areas meet and exceed service targets within budget, whilst strategising to sustain performance through business continuity.

You will own the implementation of effective processes for the maintenance and utilisation of WFM for resourcing, shift, holiday cover and activity planning.

You will drive improvement across CCO to deliver optimum performance delivery on a range of agreed KPIs and demonstrate strong leadership to optimise both individual and team performance and output.

This role manages a small team including Resource Coordinators and a Forecasting Consultant Planner, and is part of the overall contact centre team of over 300.

About You

To be successful in this role you will have an in-depth understanding of Call Centre Workforce Management systems as well as extensive experience of working in a management position within a contact centre environment. You will have a proven background in Contact Centre planning and intraday management.

In addition, you will have a proven ability in scheduling in a multi skilled environment as well as experience of implementing and managing change programmes.

You will be able to demonstrate continuous improvement in a fast-paced environment.

You will be customer-centric and with the ability to operate at both a tactical and strategic level with strong negation, development and influencing skills.

Although not essential, experience within any of the following areas would be beneficial – Impact 360, Blue Pumpkin, Verint WFM, Avaya WFO.       

You can access the full job description here

The role has been levelled at a CUK07


About Us

Carnival UK is the operating company for P&O Cruises & Cunard. We provide world class cruise holidays and take enormous pride from bringing to life two of the most iconic brands from Britain’s rich seafaring heritage. That legacy of elegance and style, of beautiful ships, inspiring leadership and guest-obsessed service excellence lives on today, as we evolve ourselves for tomorrow.
Working at Carnival UK means being part of a tight-knit but truly global team made up of friendly, happy, caring people.  Parts of our business are incredibly diverse, but we work hard every day to promote even greater inclusion, fresh ideas and different perspectives.  Whatever our role or background, we share high standards, heartfelt values and a sense of belonging.  We’re focused on wellbeing every day, as well as being supportive and compassionate when we need it most.  We stand by our Culture Essentials which help us live out our shared commitments across the globe and include our commitment to Speak Up, Respect and Protect, Improve, Communicate, Listen & Learn and Empower.
As a growing business we have a big focus on developing skills and continuous learning.  From formal qualification to the life lessons of worldwide travel, we offer our people a broad range of personal and professional development opportunities.  All of our roles give people the chance to stretch themselves and learn from colleagues with a wealth of experience.  As our business grows, we want our people to grow too.  So we’re determined to create opportunities for everyone to drive their development and define their own career path.


About the Team

As part of our Shared Service function, the Contact Centre Operation is the heart of what we do. With over 250 employees in Carnival House, we are the cornerstone of P&O Cruises and Cunard. Our roles include; Personal Cruise Advisor, Flights Advisor, Guest Services Coordinator and Guest Relations Representative. It is often the first place where our guests contact us, so high levels of service are really important. There are also a variety of support roles working alongside our Contact Centre telephony teams including; Service Development, Resource Planning & Performance and Communications.
Join us on our journey - apply now.

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