Supervisor - Call Center Operations
Wynn Al Marjan Island · Ras Al Khaimah
On-site · Ras Al KhaimahFull TimeSenior, Lead, ManagerCustomer Service
No salary statedPosted 1 day ago1d agoApply link checked 2 hours ago
Why we think you can apply
- Employer country
- United Arab Emirates · Ras Al Khaimah
- Hiring model
- UAE-based role · the employer hires in the UAE
- Work from
- Ras Al Khaimah · on-site
- Time-zone overlap
- Gulf Standard Time · none needed
Posted 1 day ago · apply link checked 2 hours ago
About the role
About the Company
Wynn Al Marjan Island will be the first integrated resort in the UAE. Set to open in 2027, the resort will be located in the emirate of Ras Al Khaimah, offering 1,530 rooms and suites, 22 restaurants, lounges, and bars, a theater, and a beach club.
Responsibilities
- Drive structured training delivery for new hires and refreshers including upselling and product positioning
- Supervise and support a team of agents with a focus on capability development and coaching
- Conduct quality audits across all channels to assess personalization and upselling effectiveness
- Monitor key metrics including SLA, AHT, quality scores, and productivity
- Track commercial performance related to reservation channels and revenue opportunities
- Ensure accuracy and accessibility of knowledge base content
- Support resolution of guest escalations with a focus on service recovery
- Assist with call handling during peak periods to support frontline operations
- Report on upsell conversion trends and channel-wise performance
Requirements
- 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
- Strong understanding of call center operations and service quality metrics
- Excellent communication and stakeholder management skills
- Ability to work in a fast-paced environment
- Fluency in Arabic
- Russian language translation skills
Benefits
- Attractive salary paid in AED
- Excellent leave policy
- Healthcare package
- Incentive programs
What we look for
- Bachelor's degree or equivalent experience
- 2–4 years call center experience with team handling
- Strong facilitation and coaching skills
- Arabic fluency
- Russian translation skills
LeadershipQuality Assurance
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Wynn Al Marjan IslandRas Al Khaimah
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Get your daily matchesSupervisor - Call Center OperationsWynn Al Marjan Island · 3 free applies a month