Luxury Call Center Supervisor - Guest Experience & Coaching

Wynn Al Marjan Island; United Arab Emirates; On-site; AED 67,000 - 112,000; Full time

Benefits offered by this job

Healthcare package

Incentive programs

Competitive leave policy

Job summary

Wynn Al Marjan Island is seeking a Supervisor – Call Center Operations to lead its call center team in the UAE. The role focuses on structured training delivery, upselling techniques, and ensuring readiness across calls, email, and chat channels.

You will supervise a team, drive quality, and coach for performance improvements in a luxury hospitality setting. The ideal candidate brings 2–4 years in call center leadership, strong facilitation and development skills, and a solid grasp of quality

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

• Deliver structured training for new hires and refreshers.
• Incorporate upselling techniques, product positioning, and value-based selling.
• Ensure team readiness across calls, email, chat, and digital platforms.
• Lead multi-skilling initiatives to improve functional flexibility.
• Maintain certification standards for all team members.
• Provide coaching based on quality audits and performance gaps.
• Develop improvement plans with clear follow-up actions.
• Monitor upsell conversion trends and coaching impact.

Skills

Facilitation

Coaching

Development

Quality auditing

Performance coaching

Stakeholder management

Call center operations

Education

Bachelor's degree

Job description

Wynn Al Marjan Island is seeking a Supervisor – Call Center Operations to lead its call center team in the UAE. The role focuses on structured training delivery, upselling techniques, and ensuring readiness across calls, email, and chat channels.

You will supervise a team, drive quality, and coach for performance improvements in a luxury hospitality setting. The ideal candidate brings 2–4 years in call center leadership, strong facilitation and development skills, and a solid grasp of quality