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Southern Red Sea Region, Eritrea · On-site
YOU ARE PART OF WHAT WE ARE AND WHAT WE DO Our Vision at Bahrain Surf Park is to bring surfing to the nation, and develop passion for health, wellbeing and fun through Waves for All. We will attract visitors from all con…
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Skills: Leadership, Team management, Operations management, Safety compliance, Communication
Southern Red Sea Region, Eritrea • On-site
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You will lead and support the daily operations of the Contact Center team to ensure exceptional guest experiences across all communication channels. This includes managing shift schedules, coaching staff, resolving complex guest inquiries, and tracking operational KPIs.
Candidates must have at least 3 years of customer service or contact center experience, including at least 1 year in a supervisory role. Proficiency in both Arabic and English is required, along with a diploma or bachelor's degree in a relevant field.
JOB DESCRIPTION
Role: | Contact Center Supervisor |
Benefits: | Holiday Allowance, Paid Breaks, Staff
Discounts, Surfing time |
Location: | Bahrain Surf Park, Bilaj Al Jazayer |
Reporting to: | Contact Center Manager / Head of Guest
Experience |
YOU ARE PART OF WHAT WE ARE AND WHAT WE DO
Our Vision at Bahrain Surf
Park is to bring surfing to the nation, and develop passion for health,
wellbeing and fun through Waves for All. We will attract visitors from all continents, growing Bahrain’s surf and
beach culture, and act as a catalyst to establish Bahrain not only as the
Premier Surf Destination of the Middle East, but as a leading destination for
fun - with Water, Waves and Surfing at our core.
We will create
smiles, happiness, and wellbeing through safe fun activities for all
backgrounds, abilities and generations, now and into the future.
OVERVIEW
AND PURPOSE OF YOUR ROLE As
Contact Center Supervisor, you will lead and support the daily operations of
the Contact Center team responsible for delivering exceptional remote guest
experiences across all communication channels—including inbound/outbound
calls, emails, live web chats, social media messaging, and online booking
inquiries. You
play a pivotal role in ensuring high standards of service, responsiveness,
and operational efficiency across every shift. Serving as the primary point
of escalation for complex guest inquiries and concerns, you will foster team
development through real-time coaching, call quality auditing, shift
leadership, and continuous performance support. Leading
on the floor, you will inspire and empower Contact Center Agents to deliver
prompt, accurate, and welcoming service, working collaboratively across Guest
Services, Surf Operations, Sales & Partnerships, F&B, Retail, and
Marketing teams to ensure a seamless guest journey aligned with Bahrain Surf
Park’s vision, mission, and values. |
WHAT YOU DO: · Supervise Daily Contact Center
Operations: Lead and support the daily
activities of the Contact Center team across phone lines, emails, live chats,
and social media channels. · Shift Scheduling & Roster Management: Prepare staff schedules, manage
rotational shift coverage (covering operational hours between 8:00 AM – 10:00
PM), allocate team workload effectively, and adjust resourcing dynamically to
meet changing volume demands. · Coaching & Performance Management: Monitor live agent performance, provide regular
on-the-floor coaching and constructive feedback, and conduct periodic
performance evaluations. · Training & Onboarding: Support new employee onboarding and continuous training
initiatives on scripts, systems, and SOPs to boost team engagement and
compliance. Customer
Experience & Service Quality · Service Excellence Leadership: Role model exceptional phone, email, and digital
etiquette, maintaining a welcoming, professional, and solutions-focused
approach that reflects BSP's Vision and Values. · Conflict Resolution & Escalations: Act as the primary point of contact for guest feedback
and complex complaints, resolving issues promptly and professionally to
protect guest experience. · Quality Assurance & Call Grading: Conduct routine call and interaction grading, audit
ticket responses, and lead coaching sessions to maintain consistent service
standards and response accuracy across the team. · Trend Identification: Collate recurring guest issues, pain points, or FAQs
and provide actionable feedback to senior management to improve operations. Systems,
Reporting & Sales Support · Systems & Data Management: Utilize corporate CRM, call management software, and
booking engines (e.g. Wavescapes, Vivaticket) efficiently, ensuring accurate
guest records and data privacy compliance. · Operational KPI Tracking: Monitor real-time queue metrics, call abandonment
rates, Average Handle Time (AHT), and First Contact Resolution (FCR) to
optimize daily contact center performance. · Sales & Inquiries Support: Collaborate with the Sales and Partnerships team to
handle group booking inquiries, corporate packages, lesson reservations, and
membership programs. Cross-Department
Collaboration & Incident Management · Inter-Departmental Coordination: Coordinate seamlessly with Guest Services, Surf
Operations, Lifeguards, F&B, Retail, and Marketing teams to ensure
knowledge bases and FAQ banks are constantly updated with current park
schedules, events, and weather updates. · Emergency & Crisis Communication: Act as the central communication link for guest
notifications regarding operational changes, weather disruptions, or
emergency protocols in compliance with park procedures. | |
ü Diploma or bachelor’s degree in
hospitality, Tourism, Communications, Business Administration, or related
field (preferred). ü Fluent Arabic and English speaker
(required). | |
Required
Experience | ü Minimum
of 3 years customer service or contact center experience, with at least 1
year in a supervisory, team lead, or senior agent role. ü Experience
in leisure, tourism, recreation, theme parks, hospitality, or high-volume
e-commerce environments preferred. ü Demonstrated
experience using contact center telephony/CRM software, booking engine
systems, call grading frameworks, and workforce scheduling. |
Required
Professional Skills and Attributes | ü Strong leadership, team coaching, and
active listening skills. ü Excellent verbal and written communication
skills in both Arabic and English. ü Strong analytical mindset with the ability
to interpret KPIs and adjust real-time queue management. ü Excellent problem-solving, decision-making,
and conflict-resolution abilities under pressure. ü High level of organizational ability, time
management, and attention to detail. |
Required | ü Proactive,
approachable, and hands-on leadership style. ü Passion for
delivering exceptional guest experiences and nurturing team talent. ü Resilient,
adaptable, and solution-oriented mindset. ü Flexibility to
work shifts (covering 8:00 AM – 10:00 PM operational window), weekends, and
public holidays on a rotational basis. ü Interest in active lifestyle, outdoor recreation, and
water sports. |
KEY
PERFORMANCE INDICATORS (KPIS) | ü Customer
Satisfaction Score (CSAT): Maintain a team average of 90% or above. ü First Contact
Resolution (FCR): Achieve an average 85% resolution rate without escalation. ü Ticket &
Call Productivity: Target team average of 40+ resolved interactions per
advisor per day. ü Quality
Assurance (QA): Achieve a minimum average QA audit score of 90% across team
calls and digital chats. ü SLA &
Response Time: Maintain target response rates for calls, live chats, and
email tickets. ü Staff Retention
& Engagement: Maintain annual team turnover below 15%. |
HOW YOU DO IT:
Our Team Culture depends
on all our team pulling together, and competencies and behaviours matter. Through our performance appraisal process,
the Senior Management Team at Bahrain Surf Park is committed to supporting you
to behave and perform according to our values.
Waves for All:
We are inclusive in everything we do. We
nurture everyone from the complete novice to expert surfer and all in between.
We do this with equal respect for everyone, and without judgement. We champion diversity. We have integrity and are genuine. We do what we say we will do and do it in a
way that aligns with our values – every minute of every day. We deliver ‘Waves for all’ through positive
interactions with our guests and strive to get it right first time.
Bringing the
Aloha Spirit to Bahrain:
We love and respect
Hawaii - the birthplace of surfing - and we embrace their Aloha Spirit in
everything we do. Our positive work environment and culture embodies at its
core a unique, nurturing and compassionate essence which promotes kindness,
understanding & harmony among people, regardless of their background or
beliefs.
Vitality:
We support each other
because everyone matters. People are our
business, define who we are and what we are. We care. We work collaboratively as one team, sharing
ideas, knowledge and insight to achieve our common purpose. We have the
knowledge, skills, enthusiasm and passion to make a difference to everyone
around us. We do things ‘The BSP
Way’. We recruit with Attitude in Mind.
Our people-centric culture drives everything we do, and underpins the way our
guests feel about us, resulting in our ultimate business success.
We Strive for
Excellence:
We do everything to
the best of our ability and never accept second best. Our first priority is SAFETY. We are resourceful and create the best
possible experience for our guests and our BSP team. We look for new ways of doing things, embrace
change and overcome difficulties through Teamwork and open and honest
communication.
Creating Smiles:
Everything we do and
how we do it is about creating safe and memorable experiences for our guests.
We are a SMILE FACTORY! J Our
passion is to ensure everyone who visits Bahrain Surf Park has THE BEST
experience and shares the joy with their friends and family, and wants to
return again and again… and again…
Benefits and Perks
|
Waves For All: Experience the magic of surfing. Launching early 2026.
Waves For All: Experience the magic of surfing. Launching early 2026.
View all jobs at Bahrain Surf Park - Club Hawaii ExperienceWaves For All: Experience the magic of surfing. Launching early 2026.
Waves For All: Experience the magic of surfing. Launching early 2026.
View all jobs at Bahrain Surf Park - Club Hawaii Experience