Director – Call Center

Wynn Al Marjan Island; Ras Al Khaimah; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading luxury integrated resort in Ras Al Khaimah is seeking a Director of Call Center to oversee call center operations, enhance guest experiences, and manage a team. The ideal candidate will have extensive experience in luxury service environments and provide exceptional leadership while leveraging call center technologies.

Qualifications

• Minimum 7–10 years of experience in call center management.
• At least 3 years in a leadership role within luxury hospitality.
• Conversational English required.

Responsibilities

• Lead, develop, and mentor call center teams.
• Implement strategic plans for optimizing call center performance.
• Ensure high standards of quality and guest satisfaction.

Skills

Organizational skills

Interpersonal skills

Attention to detail

Leadership

Education

High school degree or equivalent

Hospitality or related education

Tools

PBX systems

Reservation platforms (Opera, OpenTable, Salesforce)

Microsoft Office

Job description

Director of Call Center will lead the call center operations of the foremost luxury integrated resort, Wynn Al Marjan Island. This role is responsible for overseeing the PBX, Guest Room Reservations, Casino Room Reservations, and Restaurant Reservations teams, ensuring a seamless and high-touch guest experience from the first point of contact. The ideal candidate brings proven leadership, operational excellence, and a passion for delivering luxury service standards in a high-volume, multi-faceted environment.

The ideal candidate will have an innovative mindset and will use the latest available technologies to continue to keep the Wynn guest experience both intuitive yet intimate.

Essential Duties

• Lead, develop, and mentor call center teams including PBX operators, casino and hotel reservation agents, and restaurant reservation specialists.
• Establish and implement strategic plans to optimize call center performance and align with resort goals.
• Establish and implement strategic revenue optimization plans to create departmental revenue opportunities and align with resort goals.
• Accept any other duties and responsibilities assigned by the SVP Hotel Operations.
• Coordinate with relevant departments to satisfy customer needs.
• Fulfil the operational requirements of the Rooms and Gaming Departments.
• Attend Department and inter-Department meetings and share relevant information.
• Ensure Team Members deliver Wynn Al Marjan high standards of quality, service and guest satisfaction.
• Develop and monitor operations through detailed reporting systems, focusing on guest efficiency, abandonment and established service levels.
• Develop and monitor operations policies and procedures.
• Monitor and inspect the daily upkeep and maintenance of areas in all three departments.
• Ensure guests’ special requests are followed up.
• Oversee department administration and paperwork.
• Coordinate and monitor the preparation of department operating expenses.
• Continuously improving health and safety standards.
• Anticipate and respond to guests’ requests and handle complaints promptly and to their satisfaction.
• Execute corrective action if necessary and ensure follow-through if no immediate solution can be found.
• Provide feedback to guests’ recommendations, share their ideas with staff and management and include in planning and operations.
• Schedule rosters and breaks and ensure manpower meets business demands.
• Approve overtime/undertime records in a timely manner.
• Create departmental training plans and write operating procedures.
• Supervise, direct and lead the team to achieve department goals.
• Conduct daily briefings and disseminate Company information to the team.
• Hire, train, supervise, and manage staff in all three departments.
• Support and assist departmental managers.
• Coach, motivate, counsel and evaluate staff and encourage their participation in decision-making.
• Test and correct any deviations from service procedures swiftly through on the job training.
• Assess service standards and arrange training sessions and refresher courses for staff in coordination with the Trainer.
• Develop and share your vision for the department.
• Maintain effective communication with all Team Members by providing written and verbal translations.
• Monitor Team Members’ manners and grooming according to Company standards.
• Promote a work environment where employees feel valued, appreciated, involved, equal and safe.
• Report daily progress to the direct report.
• Monitor industry and market trends and recommend adjustments to services, pricing, and Team Member wage levels accordingly.
• Suggest creative ideas to management to enhance the department’s image and offering.
• Interact with Department and Company Team Members, management, and contractors professionally and positively.
• Attend Department and inter-Department meetings and share relevant information.
• Encourage good relationships, promote team spirit, and ensure effective two-way and multicultural communications.
• Adhere to the Company policies and procedures and comply with the Code of Conduct.
• Remain well-mannered and well-groomed as per Department and Company standards.
• Follow health and safety standards and strive for constant improvement to avoid health and injury hazards.
• Participate in the Company recycling program and follow a strict discipline to reduce, re-use and recycle wherever possible.

Qualification

Education and/or Experience: High school degree or equivalent preferred. Hospitality or related education or experience preferred. Computer skills and basic knowledge of Microsoft Office a plus. Outstanding organizational and interpersonal skills as well as excellent attention to details.

Individual(s) must be able to perform each job responsibility satisfactorily. Minimum 7–10 years of experience in call center management, with at least 3 in a leadership role within luxury hospitality or a high-end service environment. Deep understanding of call center technologies, PBX systems, and reservation platforms (e.g., Opera, OpenTable, Salesforce).

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents. Ability to respond to common inquiries from other employees or guests. Conversational English required.