Call centre supervisor (member services co-lead)

Job Overview

The Member Services Co‑Lead is responsible for supporting the Member Services Leads in overseeing the daily operations of the Member Services Call Centre and Fresh Desk Omni Channel platform. The role focuses on ensuring exceptional member service delivery, operational efficiency, effective query resolution, and continuous improvement within the department.

The incumbent will play a key role in managing escalated member interactions, supporting team performance, maintaining service standards, and contributing to a positive and solutions‑driven customer experience aligned with the values and service standards of Dream Hotels & Resorts.

Key Responsibilities 1. Operational Management Take full accountability and responsibility for the day‑to‑day operations of the Call Centre and Fresh Desk Omni Channel platform. Ensure all member interactions are handled professionally, efficiently, and within agreed service levels. Monitor workflow and assist in managing da...