JOB DESCRIPTION

We take enormous pride from bringing to life P&O Cruises and Cunard; two of the most iconic brands from Britain’s rich seafaring heritage. Our Carnival UK Contact Centre Operation (CCO) team is in search of a Real Time Specialist, who will play a crucial part in supporting our CCO direction.

ABOUT US

Holidays are one of life’s greatest pleasures. Having the chance to relax, escape and explore is a magical thing. And there is no better holiday than a cruise.
No one knows cruising like Carnival UK, where talented people from across the globe come together to create unforgettable holiday happiness. As part of the world’s largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britain’s rich seafaring heritage, P&O Cruises and Cunard. Collectively they have been delivering unbridled joy, boundless adventure and lifelong memories to millions of people for over 350 years. And in a multi-million pound global holiday market, where cruising has barely scratched the surface, we have the opportunity to do that for many, many more people.
Our diverse yet tight knit teams share high standards, heartfelt values and passion for our purpose. Our Culture Essentials describe the expectations we have for ourselves and of each other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equity and inclusion.
It’s through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travel’s Employer of Choice.

The Real Time Specialist works in the Real Time team to monitor and analyse contact centre performance and deploy agreed operational tactics that ensure service level attainment. Their primary focus is daily and intra-day performance; by first executing the planned schedule activity and where necessary, adapting the plan by moving resource across channels and departments and utilising technology solutions (queue limits, routing, skill optimisation) to meet or exceed the agreed performance goals.
The Real Time Specialist uses multiple sources of information to deploy tactical adjustments, including but not limited to, operational performance reporting, the workforce management platform, ‘what-if’ decision trees as well as ad-hoc guidance from the Real Time team leader, Operational Managers and other key Contact Centre stakeholders.
The Real Time Specialist will provide insight into trends, anomalies, and behaviours as well as ad-hoc reports that will help improve operational decision making and operational processes. From time-to-time the Real Time Specialist will play the role of a Subject Matter Expert (SME) for process improvement initiatives.

Additionally, the Real Time Specialist will closely support Team Leaders and their Advisors, managing tickets and requests including but not limited to absence, holiday, meetings, coaching and other non-productive activity.

• Monitoring and analysing contact centre data cross all channels to optimise and adapt plans so that the contact centre meets its performance goals
• Leverage multiples sources of information and tools to enable tactical adjustments, deployment of resource to different skills, channels and departments
• Adhere to agreed processes and guidelines to ensure a consistent and effective approach to managing operational performance
• Demonstrate teamwork within the Real Time and alongside the Resource Planning Executives to ensure all team tasks and activities meet or exceed agreed standards

Positioned within our internal structure from CUK15 (entry level) to CUK1 (Brand President), this role is classified as a CUK 11, offered as a full-time position, on permanent basis at 40 hours per week based in the Contact Centre, we also offer hybrid work including up to two days from home.