Assistant Manager, Call Center Operations – Luxury Resort

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

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.