Call Center Operations Lead – Guest Experience

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

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.