Call Center Supervisor – Abu Dhabi Grand Canal

About the role

The Call Center Supervisor is responsible for answering, recording, and processing all guest calls, requests, and concerns at The Ritz‑Carlton Abu Dhabi Grand Canal. The role ensures timely resolution, accurate billing, and excellent guest communication while supporting the call‑center team.

Key responsibilities

• Answer, record, and process guest calls, directing them to the appropriate department for resolution.
• Operate the telephone switchboard, monitor busy lines, and manage message lights for guest rooms.
• Log guest requests, incidents, and adjustments in the computer system for tracking.
• Assist management with training, scheduling, evaluating, and coaching employees.
• Maintain compliance with company policies, safety standards, and confidentiality requirements.

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.
• Ability to stand, sit, or walk for extended periods and lift objects up to 10 lb.

Required skills

• Telephone switchboard operation.
• POS system usage.
• Computer data entry and record‑keeping.