Lead, Luxury Call Center Operations

Wynn Al Marjan Island; Dubai; On-site; AED 167,000 - 257,000; Full time

Benefits offered by this job

Healthcare package

Competitive leave policy

Incentive programs

Job summary

Wynn Al Marjan Island seeks a Supervisor – Call Center Operations to lead and develop the resort’s Call Center team in the UAE. You will drive structured training, coaching, and knowledge management to enhance guest interactions across multiple channels, with a strong emphasis on upselling and luxury service standards.

The role requires 2–4 years of call center team leadership, exceptional coaching abilities, and a strong grasp of quality metrics and process improvement within a high-end

Qualifications

• 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.

Responsibilities

• Drive structured training delivery for new hires and refreshers.
• Ensure training includes upselling techniques and value-based selling aligned with reservation channels.
• Lead multi-skilling initiatives for flexibility across functions.
• Maintain and track certification standards for all team members.
• Develop coaching sessions based on quality audits and performance gaps.
• Provide actionable, skills-based feedback to improve service delivery.
• Monitor metrics like SLA, AHT, quality scores, and productivity.
• Identify revenue opportunities and address gaps through coaching and training.
• Support knowledge management by ensuring accurate knowledge base content.

Skills

Call center experience

Coaching

Quality auditing

Stakeholder management

Education

Bachelor’s degree or equivalent experience

Tools

Knowledge management systems

Job description

Wynn Al Marjan Island seeks a Supervisor – Call Center Operations to lead and develop the resort’s Call Center team in the UAE. You will drive structured training, coaching, and knowledge management to enhance guest interactions across multiple channels, with a strong emphasis on upselling and luxury service standards.

The role requires 2–4 years of call center team leadership, exceptional coaching abilities, and a strong grasp of quality metrics and process improvement within a high-end