Job Description
Description
POSITION SUMMARY
The UK and EMEA Contact Center Manager is responsible for the overall strategic leadership, operational performance, and commercial success of the UK and EMEA contact center. This role provides direction, structure, and accountability to ensure delivery of revenue targets, service excellence, workforce optimization, and employee engagement.
The Manager drives performance through data-led decision making, cross-functional collaboration, and continuous improvement initiatives. This role serves as a key regional leader and commercial partner, influencing business outcomes while ensuring alignment with corporate objectives and brand standards.
ABOUT AZAMARA
Azamara is a global premium cruise line inspiring curious and passionate travelers to explore the world through immersive voyages. We deliver world-class service both onboard and across destinations worldwide. Our employees enjoy a flexible and supportive work environment, competitive compensation, and opportunities for professional development—while being part of a vibrant international team that values collaboration and innovation.
WHY YOU SHOULD WORK FOR AZAMARA
• Join a growing, transformative cruise brand.
• Be part of a multicultural, global team that celebrates diverse perspectives.
• Work with colleagues and guests from across EMEA and beyond.
• Embrace and embody our core values:
• Curiosity – We approach every interaction with empathy and open-mindedness.
• Sustainability – We protect the world where blue meets green.
• Integrity – We do the right thing, even when no one is watching.
• Accountability – We take ownership and deliver results.
• Passion – It’s in everything we do.
WHO YOU ARE
• A strategic, commercially minded leader with a strong operational foundation.
• Experienced in leading high-performing contact center teams in a revenue-driven environment.
• Data-driven, analytical, and comfortable influencing through insights.
• A collaborative business partner who builds cross-functional alignment.
• Resilient, adaptable, and confident in navigating a fast-paced global organization.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Strategic Leadership & Commercial Performance
• Own and deliver UK/EMEA revenue, conversion, GTR, and service performance targets.
• Develop and execute regional strategies to increase revenue, improve efficiency, and enhance customer satisfaction.
• Identify emerging trends and proactively adjust tactics to maximize commercial outcomes.
• Partner with Commercial, Marketing, Revenue Management, and Global Sales to align regional strategy with corporate goals.
• Serve as the regional representative in commercial trading and executive performance meetings.
Operational Excellence
• Lead workforce planning strategy including forecasting, scheduling, capacity planning, and real-time adherence to optimize staffing levels and service standards.
• Ensure optimal performance of ACD and call management systems.
• Oversee KPI attainment across conversion, quality, productivity, adherence, and customer satisfaction.
• Establish and maintain quality assurance standards, coaching frameworks, and performance improvement plans.
• Drive continuous improvement initiatives through technology, automation, and process optimization.
Leadership & Talent Development
• Lead, develop, and mentor Supervisors and team members to build a strong leadership pipeline.
• Deliver performance appraisals, succession planning, and career development initiatives.
• Create a high-performance culture rooted in accountability, engagement, and collaboration.
• Address performance challenges through structured coaching and, when necessary, disciplinary action.
• Champion employee engagement initiatives to improve retention and morale.
Data, Reporting & Governance
• Leverage Power BI, Ring Central, and workforce management systems to analyze performance trends.
• Present regional performance insights and strategic recommendations to senior leadership.
• Monitor and manage escalations, ensuring timely resolution while protecting brand integrity.
• Ensure accurate documentation and reporting within HubSpot and other CRM systems.
• Maintain compliance with company policies, regulatory standards, and data protection requirements.
Cross-Functional Collaboration
• Act as the primary point of contact for UK/EMEA escalations and operational alignment.
• Partner with global contact center leaders to ensure consistency in standards and execution.
• Support enterprise initiatives, system enhancements, and change management programs.
• Contribute to broader contact center strategy, including outsourcing, technology enhancements, and scalability planning.
FINANCIAL RESPONSIBILITIES
• Accountable for achieving regional revenue and performance targets.
• Responsible for workforce cost management, staffing efficiency, and budget adherence.
• Provide input into annual forecasting and budget planning.
QUALIFICATIONS
• Undergraduate degree in Business, Hospitality, or related field (or equivalent experience).
• Minimum 5–7 years of contact center leadership experience, with at least 3 years in a management role.
• Demonstrated experience leading revenue-driven sales and service teams.
• Advanced proficiency in workforce management tools, Power BI, Ring Central/NICE, and ACD systems.
• Strong financial acumen and experience managing budgets and performance targets.
KNOWLEDGE AND SKILLS
• Strategic thinking with strong analytical and problem-solving capabilities.
• Proven ability to lead large teams through change and growth.
• Strong executive presence and presentation skills.
• Commercially savvy with a deep understanding of contact center economics.
• Exceptional coaching, mentoring, and leadership capabilities.
• Highly organized with strong execution discipline.
• Role model for Azamara’s values and brand standards.
PHYSICAL DEMANDS
The employee is regularly required to sit, talk, and listen. The employee may also be required to stand, walk, and reach with hands and arms. Specific vision abilities include close vision, color vision, and the ability to adjust focus.
This is a full-time, exempt position and may exceed 40 hours per week. Work schedules are determined by operational needs and may include evenings, weekends, and holidays as required.
WORK ENVIRONMENT
This is a hybrid position requiring two days in-office and three days remote.
Success in this role requires strong self-discipline, structured time management, and the ability to effectively lead both in-person and remote teams. Proficiency with collaboration tools and virtual leadership practices is essential. A dedicated home office setup is required.
The Company is committed to equal employment opportunity and prohibits discrimination or harassment based on any protected characteristic under applicable law. Azamara and its subsidiaries maintain a workplace grounded in inclusion, respect, and accountability.
