Call Center Ops Supervisor - Luxury Guest Experience

Wynn Al Marjan Island; Ras Al Khaimah; On-site; AED 167,000 - 246,000; Full time

Benefits offered by this job

Healthcare package

Leave policy

Incentive programs

Job summary

Wynn Al Marjan Island invites applications for Supervisor – Call Center Operations. The role leads training delivery, coaching, and knowledge management across channels to optimize guest interactions and upsell opportunities within our luxury resort reservations ecosystem.

The ideal candidate will have a bachelor’s degree and 2–4 years of call center leadership experience, with a focus on quality, coaching, and performance improvement in a fast-paced environment.

Qualifications

• Bachelor’s degree or equivalent experience.
• 2–4 years of call center experience with team handling exposure.
• Strong facilitation, coaching, and development skills.
• Experience in quality auditing and performance coaching preferred.
• Exposure to knowledge management or content governance is an advantage.
• Strong understanding of call center operations and service quality metrics.
• Excellent communication, feedback delivery, and stakeholder management skills.
• Ability to work in a fast-paced, performance-driven environment.

Responsibilities

• Drive structured training delivery for new hires, refreshers.
• Ensure structured training includes upselling techniques, product positioning, and value-based selling aligned with reservation channels.
• Ensure team readiness across all channels (calls, email, chat, digital platforms).
• Lead multi-skilling initiatives to enable flexibility across functions.
• Maintain and track certification standards for all team members.
• Ensure agents are fully equipped with product, system, and process knowledge.
• Ensure agents are trained to identify guest needs and convert opportunities across Rooms, Restaurants, and Theatre reservations.
• Supervise and support a team of agents with a focus on capability development.
• Conduct structured coaching sessions based on quality audits and performance gaps.
• Provide actionable, skills-based feedback to improve service delivery.
• Develop individualized improvement plans with clear follow-up.
• Include upselling and personalization effectiveness within quality audits across all channels.
• Assess how well agents identify opportunities and recommend relevant products/services aligned to guest needs.
• Provide coaching on improving conversion through personalization, without compromising luxury service standards.
• Identify trends from quality audits and drive targeted coaching interventions.
• Partner with leadership to calibrate quality standards and expectations.
• Monitor key metrics including SLA, AHT, quality scores, and productivity.
• Track and monitor commercial performance related to reservation channels, including upselling effectiveness and conversion quality.
• Identify performance gaps linked to skill deficiencies and address through coaching/training.
• Identify gaps in revenue opportunities and address through coaching and training.
• Drive balance between service quality and commercial outcomes aligned with brand standards.
• Drive consistency in team performance through structured development plans.
• Support achievement of operational targets through capability building.
• Ensure accuracy, consistency, and accessibility of knowledge base content.
• Ensure knowledge base includes clear guidance on products, offers, and positioning to support upselling and conversion.
• Act as a point of contact for process clarifications and updates.
• Drive knowledge-sharing practices within the team.
• Ensure updates are communicated and embedded effectively across the team.
• Ensure all guest communication reflects consistency, professionalism, and brand standards.
• Drive quality-first mindset across all interactions.
• Support resolution of escalations with focus on service recovery and learning opportunities.
• Ensure compliance with SOPs, processes, and service standards.
• Identify process gaps impacting quality or efficiency.
• Support implementation of improvements with focus on operational effectiveness and consistency.
• Support frontline operations by actively assisting with call handling during peak periods while managing multi-tasking across team priorities.
• Drive team ability to multi-task effectively across operational demands and multi-skill across functions, ensuring certification completion, capability development, and readiness.
• Upsell conversion trends
• Revenue opportunity gaps
• Channel-wise performance (Rooms vs Restaurants vs Theatre)
• Share insights with Assistant Manager to support commercial strategy and training focus

Skills

Facilitation

Coaching

Development

Quality auditing

Stakeholder mgmt

Call center operations

Customer service

Education

Bachelor's degree

Equivalent experience

Job description

Wynn Al Marjan Island invites applications for Supervisor – Call Center Operations. The role leads training delivery, coaching, and knowledge management across channels to optimize guest interactions and upsell opportunities within our luxury resort reservations ecosystem.

The ideal candidate will have a bachelor’s degree and 2–4 years of call center leadership experience, with a focus on quality, coaching, and performance improvement in a fast-paced environment.