Reservations Improvement Manager – Contact Centre Operations
Our Holland America Line & Seabourn Contact Centre Operations (CCO) team is seeking a Reservations Improvement Manager to support our CCO direction and nurture a high‑performing team.
Key Accountabilities
- Lead improvement initiatives across reservations processes and drive continuous improvement.
- Deliver and develop training programmes for existing and new team members.
- Support onboarding and capability building within the team.
- Conduct audit and compliance activities and identify process efficiencies across reservation systems.
Positioned within our internal structure from CUK15 (entry level) to CUK1 (Brand President), this role is classified as a CUK08. It is a full‑time, permanent position with hybrid work up to three days from home.
Required Skills & Experience
- Strong Excel capability and data analysis skills.
- Experience with reservation systems (e.g., Polar or similar).
- Ability to manage audit and compliance activities.
- Capability to design and deliver structured training content.
- Strong focus on driving continuous development of people.
About You
We believe that diversity enriches our team. We're interested in candidates who:
- Have strong attention to detail and a structured, methodical approach.
- Are focused on continuous improvement and process optimisation.
- Can train, coach and develop others effectively.
- Bring a proactive and solution‑oriented mindset.
Benefits
- Employee‑discount cruising for you and friends/family.
- Regular office events including live entertainment and charity fundraising.
- Extensive learning and development opportunities.
- Company‑paid health plan and health assessment.
- Discount portal for retail and leisure.
- Minimum 25 days leave and bank holiday allowance.
