Assistant Manager - Call Center Operations

Wynn Al Marjan Island; United Arab Emirates; On-site; AED 223,000 - 402,000; Full time

Benefits offered by this job

Competitive salary (AED)

Healthcare package

Leave policy

Incentive programs

Job summary

Wynn Al Marjan Island is seeking an Assistant Manager – Call Centre Operations to lead the resort’s call center activities in the UAE. You will oversee multi-channel operations, drive service quality, and ensure adherence to SLAs while coordinating with Rooms, F&B, Revenue, and other stakeholders.

The role requires 3–5 years in call center ops with supervisory exposure, strong leadership, and CRM/software competency to deliver Forbes Five-Star guest experiences.

Qualifications

• Bachelor’s degree or equivalent in business/management or related field.
• Experience: 3–5 years in call center operations with supervisory exposure.
• Strong multi-channel experience (calls, email, chat) and CRM proficiency.
• Familiarity with KPIs, service levels, forecasting, scheduling, and productivity control.

Responsibilities

• Oversee daily call center operations across inbound, outbound, and digital channels.
• Ensure SLAs, response times, quality, and issue resolution meet targets.
• Lead, coach, and develop Team Leaders; monitor performance and drive coaching culture.
• Collaborate with internal stakeholders to optimize staffing, forecast demand, and manage risk.

Skills

Leadership

Multi-channel operations

Call center metrics

CRM systems

Performance management

Communication

MS Office

Quality assurance

Education

Bachelor’s degree in Business Administration or related field

Relevant certification in contact center management

Tools

Call center software platforms

Workforce management tools

Reporting platforms

Job description

Assistant Manager - Call Center Operations

United Arab Emirates

Job Description

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 theresort’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:

• 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 sseeking a career with Wynn Resorts, among the most renowned and celebrated brands in the global hospitality industry.