Reservations Improvement Manager

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.

• 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 CUK
15 (entry level) to CUK1 (Brand President), this role is classified as a CUK
08. It is a full‑time, permanent position with hybrid work up to three days from home.

• 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.

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.

• 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.