Supervisor - Call Center Operations
Wynn Al Marjan Island · Ras Al Khaimah
On-site · Ras Al KhaimahFull TimeSenior, Lead, ManagerCustomer Service
No salary statedPosted 5 hours ago5h agoApply link checked 1 hour 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 5 hours ago · apply link checked 1 hour 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 50 miles from Dubai International Airport in the emirate of Ras Al Khaimah. The resort will offer 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 to assess upselling, personalization, and service standards
- 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
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
Preferred Qualifications
- Exposure to knowledge management or content governance is an advantage
What we look for
- Bachelor's degree or equivalent experience
- 2–4 years call center experience with team handling exposure
- Strong facilitation and coaching skills
- Knowledge of call center metrics (SLA, AHT)
- Arabic fluency required
- Russian language translation skills required
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Wynn Al Marjan IslandRas Al Khaimah
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