Supervisor - Call Center Operations
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Key skills for this role
About the Role
Supervise call center operations, drive training and coaching, ensure quality service delivery, and manage performance metrics for optimal guest experience.
Key Skills for This Role
Responsibilities
- Drive structured training delivery for new hires and refreshers, including upselling techniques and product positioning
- Supervise and support a team of agents with focus on capability development
- Conduct structured coaching sessions based on quality audits and performance gaps
- Monitor key metrics including SLA, AHT, quality scores, and productivity
- Ensure accuracy and accessibility of knowledge base content
- Drive quality first mindset and ensure guest communication reflects brand standards
- Support frontline operations by assisting with call handling during peak periods
- Track and report upsell conversion trends, revenue opportunity gaps, and channel wise performance
Requirements
- Experience in call center supervision and training
- Strong coaching and people leadership skills
- Knowledge of upselling techniques and product positioning
- Ability to monitor and analyze performance metrics (SLA, AHT, quality scores)
- Excellent communication and interpersonal skills
- Ability to work in a luxury resort environment
Full Job Posting
About the Position
- Wynn Al Marjan Island is seeking a Supervisor Call Center Operations to join the resort's Call Center Operations team.
- The primary duties include operational training, people leadership, quality coaching, performance management, and knowledge management.
Operational Training and Upskilling
- Drive structured training delivery for new hires and refreshers.
- Ensure structured training includes upselling techniques, product positioning, and value based selling.
- 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.
- 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 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 and address through coaching and training.
- Drive balance between service quality and commercial outcomes aligned with brand standards.
- 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.
- 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.
- Drive team ability to multi task effectively across operational demands and multi skill across functions.
- Track and report upsell conversion trends, revenue opportunity gaps, and channel wise performance.
- Share insights with Assistant Manager to support commercial strategy and training focus.
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