Assistant Manager - Call Center Operations

Wynn Al Marjan Island; Dubai; On-site; AED 167,000 - 279,000; Full time

Job summary

Wynn Al Marjan Island seeks an Assistant Manager – Call Centre Operations to lead the resort's multi‑channel call center. You will champion KPI tracking, coaching, and staffing to deliver exceptional guest experiences while maintaining strict service standards.

You will collaborate with Rooms, F&B, Revenue, and other departments to optimize processes, manage risk, and ensure smooth operations in a dynamic hospitality environment.

Qualifications

• Bachelor’s degree in Business Administration or related field.
• 3–5 years in call center operations, with 1–2 years in a supervisory role.
• Strong multi‑channel experience (calls, email, chat).
• Solid knowledge of CRM systems and call center tech.
• Excellent leadership and communication skills.
• Ability to work in a fast‑paced, customer‑focused environment.
• Proficient in KPIs, workforce and service quality.
• MS Office proficiency; experience with reporting tools.
• Experience with QA programs and performance coaching.
• Certification in call center management is a plus.

Responsibilities

• Oversee daily call center operations across all channels and ensure SLAs.
• Lead, coach, and develop Team Leaders to drive performance.
• Track KPIs and provide structured reporting to leadership.
• Maintain Forbes Five‑Star service standards across interactions.
• Plan workforce, scheduling, and coverage to meet demand.
• Identify process improvements and align with internal stakeholders.
• Ensure compliance with policies, SOPs, and regulatory standards.

Skills

Leadership

Communication

Problem Solving

Multi-Channel Ops

CRM Systems

Call Center Software

Workforce Management

MS Office

Reporting & QA

Coaching & Training

Education

Bachelor's degree in Business Administration or related field

Tools

CRM Systems

Workforce Management Tools

Reporting Platforms

Quality Assurance Programs

Call Center Software Platforms

Job description

Job Description

About Wynn Al Marjan Island: Wynn Al Marjan Island will be the first integrated resort in the UAE. Set to open in 2027, the resort will be located 50 miles from Dubai International Airport in the emirate of Ras Al Khaimah. The resort will offer 1,530 rooms and suites, 22 restaurants, lounges, and bars, a theater, and a beach club. It will feature multiple swimming and wading pools, a five-star spa, a salon, a shopping promenade, and a celebrations and events center.

About The Position

Wynn Al Marjan Island is currently seeking an Assistant Manager – Call Centre Operations to join the resort’s call center operations team.

Responsibilities

Operational Control

• Oversee daily call center operations across all channels (inbound, outbound, digital)
• Ensure SLAs are consistently achieved (response time, quality, resolution)
• Monitor real-time performance and take corrective actions proactively
• Maintain strong control over queue management and service levels
• Ensure full operational coverage by optimizing multi-tasking deployment across the shift and building a multi-skilled team aligned to business demand
• Provide operational support by stepping in to handle calls when required, while overseeing multi-tasking across functions and ensuring service continuity

People Leadership

• Lead, coach, and develop Team Leaders to drive performance and accountability
• Ensure consistent coaching culture aligned to service quality expectations
• Support recruitment, onboarding, and capability development
• Address performance gaps with structured action plans

Performance & Reporting

• Track and analyse KPIs (SLA, quality, productivity, guest feedback)
• Identify trends, risks, and improvement opportunities
• Provide structured reporting and insights to Call Centre leadership

Guest Experience & Service Quality

• Ensure delivery of Forbes Five-Star service standards across all interactions
• Drive consistency in tone, personalization, and service execution
• Handle complex escalations with ownership and resolution focus

Workforce & Efficiency

• Support workforce planning, scheduling, and coverage optimization
• Ensure alignment between forecast, staffing, and demand
• Manage shrinkage, absenteeism, and productivity control

Process Improvement & Stakeholder Alignment

• Identify and implement process improvements to enhance efficiency and experience
• Collaborate with internal stakeholders (Rooms, F&B, Revenue, etc.)
• Ensure smooth operational flow across departments

Compliance & Risk Control

• Ensure adherence to company policies, SOPs, and regulatory standards
• Maintain audit readiness and compliance across operations
• Identify operational risks and act proactively

About You

• Bachelor’s degree in Business Administration, Management, or related field.
• 3–5 years of experience in call center operations, with at least 1–2 years in a supervisory or assistant managerial role.
• Strong understanding of multi-channel operations (calls, email, chat).
• Strong understanding of call center technologies, CRM systems, and performance metrics.
• Excellent leadership, communication, and problem-solving skills.
• Ability to work in a fast-paced, customer-focused environment.
• Ability to manage KPIs, workforce, and service quality
• Proficiency in MS Office and call center software platforms.
• Experience with CRM systems, workforce management tools, reporting platforms and quality assurance programs.
• Knowledge of customer service best practices and industry standards.
• Certification in customer service or call center management is a plus.

About Wynn Al Marjan Island’s Benefits

We offer an attractive salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer an excellent leave policy, a healthcare package, incentive programs, and other employee benefits. The result is a package that makes this role highly attractive to outstanding applicant s seeking a career with Wynn Resorts, among the most renowned and celebrated brands in the global hospitality industry.