Director - Call Center Operations

Wynn Al Marjan Island; Abu Dhabi; On-site; AED 320,000 - 520,000; Full time

Job summary

Wynn Al Marjan Island is seeking a Director of Call Center Operations to lead the resort's centralized guest contact operations across PBX, reservations for guest rooms, gaming, and restaurants. The role focuses on delivering a highly personalized, seamless service experience while driving commercial performance and operational excellence.

The position requires strong strategic oversight, collaboration with Rooms, Gaming, F&B, and other departments, and a proven track record in luxury service

Qualifications

• Bachelor's degree in hospitality management, business administration or related field.
• Strong leadership with experience in luxury or high-end service environments.
• Deep knowledge of call center technologies and reservation platforms.

Responsibilities

• Provide strategic and operational leadership across PBX, guest room/gaming/restaurant reservations.
• Define and execute Call Center Operations strategy aligned with resort objectives and guest standards.
• Oversee end-to-end call center performance across all guest contact channels.
• Drive revenue through optimized conversion across rooms, dining, and gaming reservations.
• Establish KPIs for service levels, responsiveness, conversion, productivity, quality and guest satisfaction.

Skills

Leadership

Operations strategy

Guest services

PBX systems

Opera

Salesforce

English fluency

Education

Bachelor's degree

Tools

Salesforce

Opera

OpenTable

Job description

About Wynn Al Marjan Island

Wynn Al Marjan Island will be the first integrated resort in the UAE Set to open in 2027 the resort will be located 50 miles from Dubai International Airport in the emirate of Ras Al Khaimah The resort will offer 1 530 rooms and suites 22 restaurants lounges and bars a theater and a beach club It will feature multiple swimming and wading pools a five-star spa a salon a shopping promenade and a celebrations and events center

About the Position

Wynn Al Marjan Island is currently seeking a strong Director Call Center Operations strong to lead the resort s centralized guest contact operations This senior leadership role will oversee strong PBX Guest Room Reservations Gaming Reservations and Restaurant Reservations strong shaping the guest experience from the very first point of contact The Director will lead the delivery of a highly personalized seamless and efficient service experience while driving commercial performance operational excellence innovation and revenue optimization across all guest contact channels

Working closely with Rooms Gaming Food amp Beverage and other resort departments the Director will establish a best-in-class call center operation that reflects Wynn service standards strengthens conversion across multiple revenue streams and ensures every guest interaction is handled with precision warmth and professionalism

Responsibilities

• Provide strategic and operational leadership across PBX Guest Room Reservations Gaming Reservations and Restaurant Reservations fostering a culture of excellence accountability and exceptional guest service
• Define and execute the Call Center Operations strategy in alignment with overall resort objectives brand positioning commercial priorities and guest experience standards
• Oversee end-to-end call center performance ensuring seamless efficient and consistent service delivery across all guest contact channels
• Set the standard for a highly personalized and service-driven guest experience ensuring every interaction reflects Wynn s commitment to exceptional service
• Drive commercial performance by optimizing conversion across rooms dining and gaming reservations while identifying opportunities to strengthen revenue contribution
• Establish and govern key performance indicators across service levels responsiveness conversion productivity quality and guest satisfaction
• Develop robust reporting and analytics frameworks translating performance insights and guest trends into actionable strategies that enhance service efficiency and commercial results
• Partner closely with senior stakeholders across Rooms Gaming Food amp Beverage and other resort functions to align guest demand operational priorities and service delivery
• Own the guest journey at the first point of contact ensuring inquiries special requests and service recovery matters are managed with urgency precision and professionalism
• Establish effective service recovery frameworks that enable timely resolution consistent standards and continuous improvement in guest satisfaction
• Provide strategic oversight of departmental financial performance including budgeting forecasting cost management and productivity optimization
• Lead workforce strategy and resource planning ensuring staffing models are aligned with business volumes guest demand and service expectations
• Establish and continuously enhance policies procedures workflows and service standards to support operational excellence consistency and scalability
• Lead the talent strategy for Call Center Operations including recruitment capability building succession planning leadership development and retention
• Build a high-performing culture through effective coaching performance management recognition engagement and continuous development
• Establish clear communication frameworks that strengthen alignment accountability and execution across all levels of the operation
• Uphold Wynn standards of professionalism presentation communication and service delivery across all teams
• Foster an inclusive and highly engaged work environment that reflects Wynn s values and supports team member wellbeing development and retention
• Monitor market trends competitor activity emerging technologies and industry developments identifying opportunities to continuously evolve the call center experience
• Champion innovation across the function leveraging technology data and operational insights to enhance the guest journey and strengthen the department s contribution to the resort
• Represent Call Center Operations at leadership level providing clear visibility of performance strategic priorities risks and opportunities
• Ensure full compliance with company policies procedures operational standards and the Code of Conduct
• Champion health safety and sustainability practices embedding a culture of responsibility and continuous improvement across the function
• Undertaking additional leadership responsibilities as assigned by the SVP Hotel Operations

About Wynn Al Marjan Island s Benefits

We offer an attractive salary paid in Dirhams AED the local currency of the UAE In addition we offer an excellent leave policy incentive programs and other employee benefits The result is a package that makes this role highly attractive to outstanding applicants seeking a career with Wynn Resorts in the global hospitality industry

Requirements

• Minimum 7 10 years of progressive leadership experience in call center or guest contact operations, with a strong preference for luxury hospitality or high-end service environments.
• Proven track record of leading multi-functional contact center operations, including reservations and guest services, at scale.
• Bachelor s degree in hospitality management, Business Administration, or a related field.
• Strong commercial acumen, with demonstrated ability to drive revenue performance through conversion optimization and service excellence.
• Deep expertise in call center technologies, PBX systems, and reservation platforms (e.g., Opera, OpenTable, Salesforce).
• Strategic mindset with the ability to translate business objectives into operational frameworks and measurable outcomes.
• Exceptional leadership capability, with experience building, developing, and leading high-performing teams.
• Strong analytical skills, with the ability to interpret performance data, identify trends, and drive continuous improvement.
• Excellent stakeholder management skills, with the ability to influence and collaborate across multiple departments and levels of leadership.
• Outstanding communication and interpersonal skills, with fluency in English required; additional languages are an advantage.
• Highly organized with strong attention to detail and the ability to manage competing priorities in a fast-paced environment.
• Demonstrated ability to operate effectively in a pre-opening or dynamic business environment with evolving priorities.