Assistant Manager - Call Center Operations

Atlantis; Dubai; On-site; AED 201,000 - 268,000; Full time

Benefits offered by this job

Competitive salary (tax-free)

Food & beverage privileges

Discounted rates at Kerzner properties

Health insurance (dental)

Annual flights home

Life insurance

Incentive program

Wellness & social initiatives

Job summary

Atlantis Resorts in Dubai, UAE seeks an Assistant Manager - Call Center Operations to lead a high-volume guest contact operation. The role covers operational oversight, service auditing, training and reporting to elevate the guest experience within a luxury five-star property.

Ideal candidates have at least two years in a similar role, excellent communication, and the ability to lead large teams. This on-site position offers a competitive salary, health benefits, and opportunities for career

Qualifications

• Bachelor's degree required; extensive knowledge of Call Center operations.
• Minimum 2 years in a similar luxury hospitality role.
• Strong communication and leadership skills.

Responsibilities

• Assist the Call Center Manager with day-to-day management.
• Monitor service delivery against resort standards.
• Audit interactions and operational performance.
• Support planning, analysis and reporting activities.
• Contribute to training initiatives.
• Evaluate customer experience and provide feedback.
• Help ensure colleagues maintain knowledge of resort products and services.
• Support and motivate large teams toward service excellence.
• Promote effective communication in a fast-paced environment.

Skills

Call Center Ops

Team Leadership

Quality Audits

Training & Development

Reporting

Education

Bachelor's degree

Job description

Assistant Manager - Call Center Operations

Job Snapshot Role: Assistant Manager - Call Center Operations Location: Dubai, UAE Industry: Hospitality Function: Call Center Experience: Minimum 2 years in a similar position Job Type: Full Time

Position Overview Atlantis Resorts is hiring an Assistant Manager - Call Center Operations in Dubai, UAE to support the daily management of a fast-paced guest contact operation. Working alongside the Call Center Manager, this role combines operational oversight, service auditing, planning, analysis, training and reporting to continually strengthen the guest experience. It is designed for an experienced luxury hospitality professional who can motivate large teams and maintain consistently high standards across every guest interaction.

Job Details Country: UAE City: Dubai Industry: Hospitality Function: Call Center Salary: Not disclosed Gender: No Preference Candidate Nationality: Not specified Job Type: Full Time Work Arrangement: On-site

About the Role

The Assistant Manager supports all aspects of daily Call Center operations, helping ensure that guests receive knowledgeable, accurate and responsive service in line with resort standards. A significant part of the position involves evaluating service delivery and identifying opportunities for improvement. Through auditing, operational planning, analysis, colleague training and reporting, you will provide clear and practical feedback that helps strengthen product knowledge and enhance the overall customer experience.

Key Accountabilities

• Assist the Call Center Manager with the day-to-day management of Call Center operations.
• Monitor service delivery against established resort guest-service standards.
• Audit interactions and operational performance to identify areas requiring improvement.
• Support operational planning, analysis and reporting activities.
• Contribute to training initiatives that strengthen service quality and product knowledge.
• Evaluate the customer experience and provide factual, actionable feedback.
• Help ensure colleagues maintain strong knowledge of resort products and services.
• Support and motivate large teams toward consistent service excellence.
• Promote effective communication within a fast-paced hospitality environment.

What You Bring

A bachelor 's degree is required, together with extensive knowledge of Call Center operations and a genuine interest in training and service development. Candidates should have at least two years of experience in a similar position within a luxury five-star property. A proven ability to drive and motivate large teams toward service excellence is important, along with excellent written and verbal communication skills and the ability to perform effectively in a fast-paced team environment.

Working at Atlantis

Working at Atlantis Atlantis offers a competitive tax-free salary paid in UAE Dirhams, together with food and beverage privileges, discounted rates at Kerzner properties worldwide, comprehensive health insurance with dental coverage, annual flights home, life insurance, an incentive program, and colleague wellness and social initiatives.

• Competitive tax-free salary paid in UAE Dirhams
• Food and beverage privileges
• Discounted rates at Kerzner properties worldwide
• Comprehensive health insurance with dental coverage
• Annual flights home
• Life insurance
• An incentive program
• Colleague wellness and social initiatives

Learning and development are an important part of the colleague experience, with access to training, career mobility and internal growth opportunities across the Kerzner portfolio.

About Atlantis

Atlantis Atlantis Resorts in Dubai combines luxury hospitality with distinctive accommodation, dining, entertainment and guest experiences. As part of Kerzner International, the resort brings together a large and diverse team focused on delivering high standards of hospitality and service.