Call Center Supervisor – CID

About the role

The Call Center Supervisor (CID) ensures all guest telephone interactions are handled efficiently and professionally at The Ritz‑Carlton Abu Dhabi Grand Canal. This role coordinates call handling, resolves guest issues, and supports the call‑center team in delivering high‑quality service.

Key responsibilities

• Answer, record, and process guest calls, requests, and concerns; route them to the appropriate department.
• Monitor telephone lines, manage hold queues, and activate/deactivate guest room message lights.
• Assist guests with telephone services such as credit‑card, long‑distance, and international calls.
• Log guest requests, incidents, and adjustments in the computer system for tracking.
• Provide guests with directions, property information, and support for internet access issues.
• Support management in training, scheduling, evaluating, motivating, and coaching call‑center staff.
• Ensure compliance with company policies, maintain confidentiality, and uphold a professional appearance.

Required profile

• High school diploma or G.E.D. equivalent.
• At least 1 year of related call‑center experience.
• Minimum 1 year of supervisory experience.