Assistant Manager - Call Center Operations

Wynnalmarjanisland; Ras al-Khaimah; On-site; AED 133,920 - 200,880; Full time

Benefits offered by this job

Healthcare package

Incentive programs

Excellent leave policy

Job summary

Wynnalmarjanisland is seeking an Assistant Manager for Call Center Operations in Ras al-Khaimah, UAE. The ideal candidate will have 3–5 years of experience in call center operations and will oversee daily operations, ensuring SLAs and service quality are met.

Responsibilities include leading a team, managing KPIs, and implementing process improvements. Benefits include an attractive salary paid in AED, excellent leave policy, and healthcare package.

Qualifications

• 3–5 years of experience in call center operations, including 1–2 years in a supervisory role.
• Strong understanding of call center technologies and performance metrics.
• Ability to manage KPIs, workforce, and service quality.

Responsibilities

• Oversee daily call center operations across all channels.
• Ensure SLAs are achieved and monitor real-time performance.
• Handle complex escalations and provide operational support.

Skills

Leadership

Communication

Problem-solving

Customer service best practices

Multi-channel operations

Call center technologies

Education

Bachelor’s degree in Business Administration or related field

Tools

MS Office

Call center software platforms

CRM systems

Workforce management tools

Reporting platforms

Job description

Assistant Manager - Call Center Operations

United Arab Emirates

Job Description

On schedule to open in the United Arab Emirates in 2027, Wynn Al Marjan Island has been created as an opulent and entertaining beachside destination for discerning guests to play and relax. Located less than 50 minutes from Dubai International Airport, this integrated resort offering 1,530 rooms and suites, 22 restaurants and lounges, a theatre, nightclub, and five‑star spa is currently under construction on a picturesque island that gracefully curves into the Arabian Gulf.

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.

The primary duties and responsibilities of this role are:

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

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

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.)

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:

The ideal candidate for this position will have the following experience and qualifications:

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 and incentive programs, and other employee benefits.