Call Center Ops Lead — Assistant Manager

Wynn Al Marjan Island; Ras Al Khaimah; On-site; AED 201,000 - 312,000; Full time

Benefits offered by this job

Healthcare package

Leave policy

Incentive programs

Job summary

Wynn Al Marjan Island is seeking an Assistant Manager – Call Centre Operations in Ras Al Khaimah to lead a multi-channel contact center. The role ensures SLA achievement, coaching of Team Leaders, and proactive performance management across inbound, outbound, and digital channels.

You will collaborate with Rooms, F&B, Revenue, and other departments to improve guest experience, drive efficiency, and maintain Forbes Five-Star service standards in a fast-paced hospitality setting.

Qualifications

• Bachelor's degree in a related field (Business Admin/Management).
• 3–5 years of call center operations experience, with 1–2 years in supervision.
• Experience with multi-channel operations (calls, email, chat).
• Familiarity with CRM systems and performance metrics.

Responsibilities

• Oversee daily call center operations across channels (inbound, outbound, digital).
• Monitor SLAs: response time, quality, resolution; take corrective actions.
• Lead and develop Team Leaders; support recruitment and onboarding.
• Track KPIs and provide insights to Call Centre leadership.

Skills

Leadership

Multi-channel ops

KPI management

CRM familiarity

Education

Bachelor's degree

Tools

CRM systems

Call center software

Job description

Wynn Al Marjan Island is seeking an Assistant Manager – Call Centre Operations in Ras Al Khaimah to lead a multi-channel contact center. The role ensures SLA achievement, coaching of Team Leaders, and proactive performance management across inbound, outbound, and digital channels.

You will collaborate with Rooms, F&B, Revenue, and other departments to improve guest experience, drive efficiency, and maintain Forbes Five-Star service standards in a fast-paced hospitality setting.