Supervisor - Call Center Operations

About the role

The Wynn Al Marjan Island resort is seeking a Supervisor for its Call Center Operations team. This role will lead a group of agents who handle reservations and guest inquiries across multiple channels, ensuring a seamless and luxurious experience for future guests.

Key responsibilities

• Design and deliver structured training programs for new hires and ongoing refreshers, covering upselling, product positioning, and value‑based selling.
• Maintain certification standards and ensure agents have up‑to‑date product, system, and process knowledge.
• Lead multi‑skilling initiatives to enable agents to handle calls, email, chat, and digital platforms efficiently.
• Supervise and coach a team of agents, providing actionable feedback based on quality audits and performance data.
• Monitor key performance indicators such as SLA, AHT, quality scores, and commercial metrics related to reservations and upselling.
• Identify trends from audits, address skill gaps, and drive targeted coaching to improve conversion and personalization while upholding luxury service standards.

Required profile

• Strong leadership with a focus on capability development and coaching.
• Experience in call‑center environments, preferably within hospitality or resort settings.
• Ability to balance service quality with commercial outcomes ethically.
• Excellent analytical skills to track performance metrics and identify improvement opportunities.

Required skills