Supervisor - Call Center Operations

About Wynn Al Marjan Island:

Wynn Al Marjan Island will be the first integrated resort in the UAE. Set to open in 2027, the resort will be located 50 miles from Dubai International Airport in the emirate of Ras Al Khaimah. The resort will offer 1,530 rooms and suites, 22 restaurants, lounges, and bars, a theater, and a beach club. It will feature multiple swimming and wading pools, a five-star spa, a salon, a shopping promenade, and a celebrations and events center.

About the Position:

Wynn Al Marjan Island is currently seeking a Supervisor – Call Center Operations to join the resort’s Call Canter Operations team.

The primary duties and responsibilities of this role are:

Operational Training and Upskilling

• 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

People Leadership

• Supervise and support a team of agents with a strong 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

Quality & Coaching

• 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

Performance Management

• 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 (missed upsell, incorrect positioning, low conversion) and address through coaching and training

• Drive balance between service quality and commercial outcomes aligned with brand standards (no hard selling, ethical practices)

• Drive consistency in team performance through structured development plans

• Support achievement of operational targets through capability building

Knowledge Management

• Ensure accuracy, consistency, and accessibility of knowledge base content

• Ensure knowledge base includes clear guidance on products, offers, and positioning to support effective 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

Guest Experience & Quality

• 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

Process Adherence & Improvement

• 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

Accountability

• 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

Track and report:

• 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

About You:

The ideal candidate for this position will have the following experience and 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

About Wynn Al Marjan Island’s Benefits:

We offer an attractive salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer an excellent leave policy, a healthcare package, incentive programs, and other employee benefits. The result is a package that makes this role highly attractive to outstanding applicants seeking a career with Wynn Resorts, among the most renowned and celebrated brands in the global hospitality industry.