Supervisor - Call Center Operations

Overview

duties

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 performance (Rooms vs Restaurants vs Theatre)
• Share insights with Assistant Manager to support commercial strategy and training focus