Supervisor - Call Center Operations

About the Company

Wynn Al Marjan Island is an upcoming luxury resort destination in the United Arab Emirates, scheduled to open in 2027. Built on a scenic island that extends into the Arabian Gulf and located under 50 minutes from Dubai International Airport, the integrated resort will feature 1,530 rooms and suites, 22 restaurants and lounges, a theatre, a nightclub, and a five-star spa.

About the Role

The resort is hiring a Supervisor for Call Center Operations to support the reservations and guest communication team. This role focuses on coaching, quality, training, and performance improvement while helping maintain premium service standards and commercial effectiveness across multiple channels.

Key Responsibilities

• Plan and deliver structured training for new joiners and refresher sessions for existing team members.
• Build learning modules that cover upselling methods, product presentation, and value-led selling for reservation channels.
• Prepare the team to handle guest interactions across calls, email, chat, and digital platforms.
• Promote cross-functional skill development so team members can operate in more than one role when needed.
• Monitor certification progress and ensure all staff meet required competency standards.
• Make sure agents understand products, systems, and workflows well enough to support smooth operations.
• Train agents to recognize guest needs and convert opportunities for Rooms, Restaurants, and Theatre bookings.
• Guide and coach a team of agents with a strong emphasis on capability building.
• Hold regular coaching discussions based on audit findings and performance gaps.
• Provide clear, practical feedback that helps improve service quality and productivity.
• Create individual development plans and follow up on progress consistently.
• Include upselling and personalization effectiveness in quality reviews across all channels.
• Evaluate how well agents identify opportunities and recommend relevant offerings based on guest preferences.
• Coach the team on improving conversion through personalized recommendations while preserving luxury service standards.
• Spot recurring issues from quality checks and implement focused coaching actions.
• Work with leadership to align on quality benchmarks and expectations.
• Track SLA, AHT, quality scores, and productivity indicators.
• Monitor commercial results for reservation channels, including upsell performance and conversion quality.
• Identify skill-related performance gaps and address them through coaching and training.
• Detect missed revenue opportunities such as weak upselling, poor positioning, or low conversion, then correct them through development plans.
• Balance service excellence with commercial goals while maintaining brand-aligned, ethical practices.
• Support consistent team output through structured development planning.
• Help the team meet operational targets through stronger capability and readiness.
• Maintain the accuracy, consistency, and accessibility of the knowledge base.
• Ensure knowledge content clearly explains products, offers, and positioning to support effective conversion.
• Serve as a contact point for process updates and clarifications.
• Encourage knowledge sharing across the team.
• Communicate changes clearly and ensure they are embedded into daily work.
• Keep guest communication professional, consistent, and aligned with brand standards.
• Promote a quality-first mindset in every interaction.
• Support escalation handling with a focus on recovery and continuous learning.
• Ensure adherence to SOPs, processes, and service standards.
• Identify process inefficiencies or gaps affecting quality and speed.
• Support operational improvements that strengthen consistency and effectiveness.
• Assist frontline operations during busy periods while balancing multiple team priorities.
• Encourage effective multitasking and cross-skilling across functions, including certification completion and readiness.
• Track upsell conversion trends, revenue opportunity gaps, and performance by channel.
• Share findings with the Assistant Manager to support commercial planning and training focus.

Candidate Profile

The ideal applicant should hold a bachelor’s degree or have equivalent professional experience. A background of 2 to 4 years in call center operations with team-handling exposure is expected. Experience in quality auditing, coaching, and performance development is preferred, and familiarity with knowledge management or content governance would be an advantage. Strong communication skills, the ability to deliver constructive feedback, stakeholder management, and comfort in a fast-paced, target-oriented environment are important.

Benefits

The compensation package includes an attractive salary paid in AED, along with an excellent leave policy, healthcare coverage, incentive programs, and other employee benefits.