Supervisor - Call Center Operations

Responsibilities

• Drive structured training and upskilling for new hires and existing staff, focusing on upselling techniques and product positioning.
• Supervise and support a team of agents, conducting structured coaching sessions based on quality audits and performance gaps.
• Monitor key performance metrics including SLA, AHT, quality scores, and productivity.
• Track and report on upsell conversion trends and revenue opportunity gaps across Rooms, Restaurants, and Theatre channels.
• Ensure all guest communications reflect luxury brand standards and professionalism across calls, email, chat, and digital platforms.
• Manage knowledge base accuracy to ensure agents have clear guidance on products and offers.
• Support frontline operations by assisting with call handling during peak periods.

Requirements

• Bachelor's degree or equivalent professional experience.
• 2–4 years of call center experience with proven team handling exposure.
• Strong facilitation, coaching, and people development skills.
• Business fluency in Arabic.
• Proficiency in Russian translation.
• Strong understanding of call center operations and service quality metrics.

Preferred Qualifications

• Experience in quality auditing and performance coaching.
• Exposure to knowledge management or content governance.
• Ability to work effectively in a fast-paced, performance-driven luxury hospitality environment.

Benefits

• Attractive salary paid in UAE Dirhams (AED).
• Excellent leave policy.
• Comprehensive healthcare package.
• Incentive programs and other employee benefits.

About the Company

Wynn Al Marjan Island is an upcoming opulent and entertaining beachside destination in the United Arab Emirates. Scheduled to open in 2027, this luxury integrated resort will feature 1,530 rooms and suites, 22 restaurants and lounges, a theatre, a nightclub, and a five-star spa, offering a world-class experience for discerning guests.