Overview
Supervisor – Call Center Operations Jobs in Ras Al Khaimah, UAE/Dubai at Wynn Al Marjan Island
Job Description
About Wynn Al Marjan Island:
On schedule to open in the United Arab Emirates in 2027, Wynn Al Marjan Island has been created as an opulent and entertaining beachside destination for discerning guests to play and relax. Located less than 50 minutes from Dubai International Airport, this integrated resort offering 1,530 rooms and suites, 22 restaurants and lounges, a theatre, nightclub, and five‑star spa is currently under construction on a picturesque island that gracefully curves into the Arabian Gulf.
About
The Position
Wynn Al Marjan Island is currently seeking a Supervisor – Call Canter Operations to join the resort’s Call Canter Operations team.
Responsibilities Operational Training and Upskilling
- Drive structured training delivery for new hires, refreshers
- Ensure structured training includes upselling techniques, product positioning, and value‑based selling aligned with reservation channels
- Ensure team readiness across all channels (calls, email, chat, digital platforms)
- Lead multi‑skilling initiatives to enable flexibility across functions
- Maintain and track certification standards for all team members
- Ensure agents are fully equipped with product, system, and process knowledge
- Ensure agents are trained to identify guest needs and convert opportunities across Rooms, Restaurants, and Theatre reservations
People Leadership
- Supervise and support a team of agents with a strong focus on capability development
- Conduct structured coaching sessions based on quality audits and performance gaps
- Provide actionable, skills‑based feedback to improve service delivery
- Develop individualized improvement plans with clear follow‑up
Quality & Coaching
- Include upselling and personalization effectiveness within quality audits across all channels
- Assess how well agents identify opportunities and recommend relevant products/services aligned to guest needs
- Provide coaching on improving conversion through personalization, without compromising luxury service standards
- Identify trends from quality audits and drive targeted coaching interventions
- Partner with leadership to calibrate quality standards and expectations
Performance Management
- Monitor key metrics including SLA, AHT, quality scores, and productivity
- Track and monitor commercial performance related to reservation channels, including upselling effectiveness and conversion quality
- Identify performance gaps linked to skill deficiencies and address through coaching/training
- Identify gaps in revenue opportunities (missed upsell, incorrect positioning, low conversion) and address through coaching and training
- Drive balance between service quality and commercial outcomes aligned with brand standards (no hard selling, ethical practices)
- Drive consistency in team performance through structured development plans
- Support achievement of operational targets through capability building
Knowledge Management
- Ensure accuracy, consistency, and accessibility of knowledge base content
- Ensure knowledge base includes clear guidance on products, offers, and positioning to support effective upselling and conversion
- Act as a point of contact for process clarifications and updates
- Drive knowledge‑sharing practices within the team
- Ensure updates are communicated and embedded effectively across the team
Guest Experience & Quality
- Ensure all guest communication reflects consistency, professionalism, and brand standards
- Drive quality‑first mindset across all interactions
- Support resolution of escalations with focus on service recovery and learning opportunities
Process Adherence & Improvement
- Ensure compliance with SOPs, processes, and service standards
- Identify process gaps impacting quality or efficiency
- Support implementation of improvements with focus on operational effectiveness and consistency
Accountability
- Support frontline operations by actively assisting with call handling during peak periods while managing multi‑tasking across team priorities
- Drive team ability to multi‑task effectively across operational demands and multi‑skill across functions, ensuring certification completion, capability development, and readiness
Track And Report
- Upsell conversion trends
- Revenue opportunity gaps
- Channel‑wise…
Title: Supervisor – Call Center Operations
Company: Wynn Al Marjan Island
Location: Ras Al Khaimah, UAE/Dubai
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