Supervisor - Call Center Operations

About Wynn Al Marjan Island

Scheduled to open in 2027 in the United Arab Emirates, Wynn Al Marjan Island is being developed as a luxurious beachside resort destination for discerning guests to unwind and enjoy. Located less than an hour from Dubai International Airport, the resort will feature 1,530 rooms and suites, 22 dining outlets, a theatre, nightclub, and a five-star spa, all situated on a scenic island in the Arabian Gulf.

Role Overview

The resort is hiring a Supervisor for Call Center Operations to lead and support the call center team ensuring effective guest communication and commercial success across reservation channels.

Key Responsibilities

• Oversee and deliver structured training programs for new recruits and refresher courses, emphasizing upselling, product positioning, and value-driven selling aligned with different reservation channels.
• Prepare the team to be proficient across multiple communication channels including calls, emails, chat, and digital platforms.
• Promote multi-skilling initiatives that enable team flexibility and track certification compliance for all members.
• Ensure agents possess comprehensive product, process, and system understanding to identify guest needs and convert sales opportunities for rooms, restaurants, and theatre bookings.
• Lead people management by supervising agents with a strong focus on skill development, conducting coaching based on quality reviews, and providing practical, skills-oriented feedback.
• Develop individual performance improvement plans with regular follow-ups to enhance service delivery.
• Incorporate upselling and personalized service effectiveness into quality audits across all communication channels and provide targeted coaching to improve conversion rates without compromising luxury service standards.
• Monitor performance metrics such as SLA adherence, average handling time, quality scores, and productivity; address gaps related to skills and revenue opportunities through coaching and training.
• Maintain up-to-date, accessible knowledge base content, ensuring clarity on products and offers to support effective upselling and conversion efforts.
• Ensure all guest interactions align with Wynn’s brand standards, promoting professionalism and consistency; assist in handling escalations with a focus on service recovery.
• Ensure adherence to standard operating procedures and service standards; identify and support process improvements to enhance operational efficiency.
• Support frontline operations by assisting with call handling during high-volume periods and encourage multi-tasking and multi-skilling among team members.
• Track and report on upsell conversion trends, revenue gaps, and performance across service channels, collaborating with assistant management to refine commercial strategies and training focus.

Candidate Profile

• Bachelor’s degree or equivalent professional experience.
• 2 to 4 years of experience in call center operations with previous team supervision responsibilities.
• Proficient in facilitation, coaching, and staff development, with experience in quality auditing and performance management preferred.
• Knowledge management or content governance experience is a plus.
• Strong understanding of call center metrics and operational excellence.
• Excellent communication, feedback delivery, and stakeholder management capabilities.
• Able to thrive in a fast-paced, results-driven environment.

Benefits

The position offers an attractive salary paid in UAE Dirhams (AED), a comprehensive leave policy, healthcare coverage, incentive schemes, and other employee perks, making it an excellent opportunity for candidates seeking a career with a prestigious global hospitality brand, Wynn Resorts.