Call Centre Team Leader - Guest Services

Atlantis; Dubai; On-site; AED 78,120 - 111,600; Full time

Benefits offered by this job

Competitive salary AED

Medical insurance

Annual flights

Life insurance

Incentives

F&B privileges

Staff discounts

Leadership development

Well-being initiatives

Career growth

Job summary

Atlantis, The Palm in Dubai is seeking a Call Centre Team Leader to oversee daily performance of a busy 24‑hour guest contact operation. You will guide agents, monitor service levels, and ensure accurate information and timely follow‑up to deliver outstanding guest experiences.

Ideal candidates have extensive call centre leadership experience, strong English communication skills, and a calm, decisive approach to handling high‑pressure situations across multiple lines.

Qualifications

• Extensive call centre or high-volume guest service experience.
• Proven experience leading, coaching, and motivating teams.
• Strong English communication skills.

Responsibilities

• Lead and support agents across multiple guest and internal lines.
• Monitor queues and ensure timely call handling within standards.
• Coach staff on etiquette, listening, and service recovery.
• Coordinate staffing and shift coverage for 24-hour operations.
• Provide product knowledge and guest information guidance.

Skills

Call centre leadership

Team supervision

Coaching

Call handling

Guest service training

Queue monitoring

Performance management

Shift coordination

24-hour operations

Customer service

Job description

Call Centre Team Leader - Guest Services

Location: Dubai, United Arab Emirates
Industry: Hospitality
Function: Call Center
Experience: Extensive call centre experience with proven team leadership
Job Type: Full-time
Salary: 7,000‑10,000 AED (estimated; confirm with employer)

Overview

Support the daily performance of a busy 24‑hour guest contact operation at Atlantis, The Palm. Work closely with Assistant Managers to guide agents, monitor service levels, strengthen product knowledge, coordinate training, and ensure calls across multiple lines are answered within departmental targets. Directly influence guest satisfaction and operational efficiency by helping colleagues deliver accurate information, personalized assistance, timely follow‑up, and consistently high service standards.

Key Responsibilities

• Lead and support Call Centre agents during daily operations across multiple guest and internal call lines.
• Monitor call queues and ensure calls are answered within approved departmental response standards.
• Allocate duties and adjust colleague coverage according to call volumes and operational demand.
• Provide agents with accurate information about resort facilities, dining, attractions, events, transportation, and guest services.
• Coach colleagues on telephone etiquette, active listening, call control, personalization, and service recovery.
• Work with Assistant Managers to maintain efficient call centre processes in a 24‑hour operating environment.
• Review agent call handling skills and identify individual or team development needs.
• Deliver practical coaching, refresher training, and resort knowledge updates.
• Ensure colleagues follow approved scripts, service language, escalation procedures, and quality standards.
• Support agents with complex requests, complaints, emergency calls, and sensitive guest interactions.
• Escalate critical operational, security, medical, or guest service matters to the appropriate department.
• Maintain an effective flow of information between guests, Call Centre agents, and resort departments.
• Coordinate with Front Office, Housekeeping, Concierge, Food and Beverage, Engineering, Security, Transportation, and Guest Relations.
• Track outstanding guest requests and ensure appropriate follow‑up is completed.
• Monitor service quality, call accuracy, response times, and guest satisfaction indicators.
• Help maintain a positive, focused, and professional working environment.
• Motivate colleagues to achieve team targets and consistently improve service delivery.
• Provide constructive feedback based on call reviews, performance observations, and quality results.
• Assist with shift briefings, handovers, schedules, and operational updates.
• Maintain current knowledge of Atlantis Dubai products, promotions, services, and operating information.
• Support onboarding and training for new Call Centre colleagues.
• Identify process gaps and recommend practical improvements to call handling and guest request management.
• Prepare reports, call summaries, performance updates, and operational records when required.
• Ensure guest and colleague information is handled confidentially.
• Take responsibility for team operations during assigned shifts and support management during peak demand.

Ideal Profile

• Extensive experience in a Call Centre, contact centre, hotel telephone operation, or high‑volume guest service environment.
• Demonstrated experience leading, coaching, and motivating service teams.
• Strong verbal and written English communication skills.
• Previous experience in luxury hospitality or resort operations is highly desirable.
• Confident managing several call lines and large teams in a fast‑paced 24‑hour operation.
• Strong understanding of call handling standards, queue management, quality monitoring, and service recovery.
• Able to deliver training and improve colleague product knowledge and communication skills.
• Passionate about hospitality and creating memorable guest experiences.
• Detail‑oriented with a disciplined approach to operational procedures and follow‑up.
• Calm and decisive when handling complaints, emergencies, or service escalations.
• Strong interpersonal skills with the ability to work effectively across departments.
• Positive leadership style with the ability to maintain team engagement and accountability.
• Comfortable using call management systems, guest request platforms, and standard office software.
• Able to work rotating shifts, nights, weekends, and public holidays.
• Committed to building a knowledgeable, efficient, and high‑performing service team.

Key Skills

• Call centre leadership
• Contact centre operations
• High‑volume call management
• Queue monitoring
• Team supervision
• Agent coaching
• Call quality monitoring
• Guest service training
• Telephone etiquette
• Service recovery
• Complaint escalation
• Performance management
• Shift coordination
• Workforce allocation
• Resort product knowledge
• Guest request management
• Cross‑department communication
• Call response standards
• Luxury hospitality
• Operational reporting
• Team motivation
• 24‑hour operations
• Customer service
• Process improvement

Benefits

• Competitive tax‑free salary paid in UAE Dirhams
• Comprehensive medical insurance with dental coverage
• Annual flights home
• Life insurance
• Incentive opportunities
• Food and beverage privileges
• Discounted rates across Kerzner properties worldwide
• Structured leadership development and internal mobility
• Well‑being initiatives and long‑term career growth opportunities
• Access to a high‑performance luxury hospitality portfolio

About Atlantis, The Palm

Atlantis, The Palm is a globally recognized luxury destination offering premium accommodation, acclaimed restaurants, marine attractions, entertainment, and distinctive guest experiences. The resort features 1,544 rooms and suites, celebrity‑chef dining, a major waterpark, an aquarium, and Dolphin Bay. Part of Kerzner International, Atlantis Dubai employs more than 6,000 colleagues representing 129 nationalities and focuses on inclusion, continuous learning, employee wellbeing, operational excellence, and career growth across luxury hospitality operations.