Supervisor - Call Center Operations

Wynn Al Marjan Island is currently seeking a Supervisor – Call Canter Operations to join the resort’s Call Canter Operations team.

The primary duties and responsibilities of this role are:

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

Supervise and support a team of agents with a strong foc...