Director - Gaming Telemarketing Call Center

Wynn Al Marjan Island; Abu Dhabi; Sur place; AED 600 000 - 900 000; Plein temps

Résumé du poste

Wynn Al Marjan Island in the United Arab Emirates is seeking a Director - Gaming Telemarketing Call Center to lead the Gaming Marketing Services team, shaping strategy, operations and guest experience for a premium hospitality and gaming brand.

The role emphasizes strategic planning, infrastructure development, team building, regulatory compliance (AML/CTF), and cross‑functional stakeholder collaboration across GCC markets in a fast-paced, growth‑oriented environment.

Qualifications

• Minimum 8-10 years in call center ops with leadership experience
• Experience building or scaling a call center from startup phase
• Deep knowledge of call center technologies and governance rules

Responsabilités

• Develop operational roadmap for the call center incl. facility, tech, staffing
• Design and implement SOPs for all call center functions
• Lead recruitment, onboarding and training of coordinators and supervisors
• Manage day-to-day call center operations to meet SLAs and quality standards
• Ensure compliance with UAE gaming regulations and data privacy laws
• Serve as liaison between call center and executive leadership across departments

Connaissances

Leadership

Call center ops

Compliance experience

English fluent

Arabic multilingual

Stakeholder management

Strategic planning

Formation

Bachelor's in Business Administration or Operations Management

Outils

CRM systems

Workforce management

VoIP

Description du poste

About the Position

Wynn Al Marjan Island is currently seeking a Director - Gaming Telemarketing Call Center to join the Gaming Marketing Services team

Strategic Planning & Infrastructure Development

• Develop the comprehensive operational roadmap for the call center including facility requirements technology infrastructure staffing models and team organization structure
• Design and implement standard operating procedures SOPs for all call center functions including inbound outbound call handling guest relationship management lead qualification and escalation protocols
• Establish key performance indicators KPIs reporting frameworks and quality metrics tailored to organizational objectives
• Identify and recommend technology systems CRM VOIP workforce management quality assurance tools aligned with business needs and budget constraints
• Create a phased launch plan that enables rapid scaling while maintaining service quality and compliance standards

Team Building & Development

• Lead recruitment onboarding and training of coordinators team leads and supervisory staff establishing hiring criteria that reflect brand standards and cultural fit
• Design and deliver comprehensive training programs covering guest relations product knowledge compliance AML CTF responsible gaming UAE regulations cultural sensitivity and system proficiency
• Build and mentor a leadership pipeline identifying and developing internal talent for promotion to supervisory and quality assurance roles
• Establish performance management systems conduct regular feedback and coaching sessions and promote a culture of accountability and continuous improvement
• Create an organizational culture that values quality professionalism guest focus and compliance awareness from day one

Operations & Performance Management

• Manage day-to-day call center operations ensuring service level agreements response time targets and quality standards are consistently met
• Monitor and analyze operational metrics daily identify bottlenecks or inefficiencies and implement corrective actions to optimize productivity and guest satisfaction
• Oversee scheduling resource allocation and capacity planning to ensure adequate staffing during peak periods and seasonal fluctuations
• Conduct quality assurance activities including call monitoring auditing and reporting ensuring adherence to scripts protocols and service standards
• Manage budget forecasting cost control and ROI analysis for call center initiatives and team incentive programs

Compliance & Risk Management

• Ensure all call center operations comply with UAE gaming regulations AML CTF requirements data privacy laws and responsible gaming principles from launch
• Establish compliance checks audit trails and documentation protocols integrated into daily workflows
• Partner with Compliance Legal and Finance departments to define policies conduct training and maintain audit readiness
• Manage sensitive guest information with strict confidentiality and implement data security protocols across the call center

Stakeholder Collaboration & Communications

• Serve as the primary liaison between call center operations and executive leadership Gaming Marketing Gaming Hotel Operations and Compliance
• Provide regular reporting on operational metrics team performance challenges and strategic recommendations
• Collaborate with stakeholders to align call center services with broader organizational goals and guest experience standards

About You

• Minimum 8-10 years experience in call center operations with at least 3-5 years in a leadership or operations management role
• Proven experience building or scaling a call center from startup phase including infrastructure design team recruitment and process establishment
• Strong track record managing multi-national teams in fast-paced high-compliance environments
• Deep knowledge of call center technologies CRM systems and workforce management tools
• Familiarity with gaming industry standards AML CTF compliance and responsible gaming principles
• Excellent communication leadership and problem-solving skills with fluency in English
• Ability to thrive in a startup growth environment with changing priorities and rapid scaling
• Bachelor's Degree in Business Administration Operations Management or related field
• Fluency in Arabic Mandarin or Russian
• Experience in hospitality gaming or luxury service industries
• Regional experience in GCC markets or Middle East operations
• Six Sigma Lean or operational excellence certification

Core Competencies

• Entrepreneurial & Strategic Leadership ability to envision and execute complex projects from conception to maturity
• Team Building & Talent Development strong mentorship and coaching capabilities to build and scale high-performing teams
• Operational Excellence process design, optimization, and continuous improvement mindset
• Compliance & Risk Awareness proactive approach to regulatory and legal requirements
• Data-Driven Decision Making ability to analyze metrics, identify trends, and make informed recommendations
• Change Management comfort with ambiguity, agility in execution, and resilience through organizational growth
• Guest-Centric Mindset commitment to delivering exceptional service experiences aligned with brand standards
• Multicultural Communication ability to inspire and lead diverse teams across cultural backgrounds