Call Center Supervisor – Abu Dhabi

About the role

The Call Center Supervisor will be the primary point of contact for guest telephone enquiries at The Ritz‑Carlton Abu Dhabi Grand Canal. You will ensure calls are answered promptly, issues are resolved efficiently and the highest standards of service are maintained.

Key responsibilities

• Answer, record and process all guest calls, requests, questions and concerns, directing them to the appropriate department.
• Follow up on outstanding requests, advise guests of messages, verify and adjust billing, and operate the telephone switchboard.
• Monitor busy or unanswered lines, update callers on hold, activate/deactivate guest room message lights and transfer internet‑access issues to the service provider.
• Assist callers with credit‑card, long‑distance, collect and overseas calls, and log all requests, incidents and comment cards in the computer system.
• Provide guests with directions, property information and support individuals with disabilities.
• Support management in training, scheduling, evaluating, motivating and coaching team members, and ensure compliance with company policies and safety standards.

Required profile

• High school diploma or G.E.D. equivalent.
• Minimum 1 year of related work experience and at least 1 year of supervisory experience.
• Ability to stand, sit or walk for extended periods and lift objects up to 10 lb without assistance.
• Commitment to confidentiality, professional appearance and adherence to quality standards.

Required skills

• Telephone switchboard operation.
• Computer and POS system usage for logging guest interactions.