Director, Luxury Call Center Operations

Wynn Al Marjan Island; Ras Al Khaimah; On-site; AED 900,000 - 1,200,000; Full time

Benefits offered by this job

Leave policy

Incentive programs

Employee benefits

Job summary

Wynn Al Marjan Island invites a proven leader to head Call Center Operations, shaping the guest contact experience for a new luxury resort in Ras Al Khaimah. You will oversee PBX, reservations across guest rooms, gaming, and dining, ensuring seamless, personalized service while driving commercial results.

You will set standards for high-touch interactions, manage budgets, lead workforce strategy, and coordinate with Rooms, Gaming, and F&B to optimize guest demand and service delivery in a

Qualifications

• 7–10 years of progressive leadership in call center or guest contact operations.
• Experience in luxury hospitality or high-end service environments preferred.
• Strong commercial acumen with ability to drive revenue through service quality.
• Deep expertise in call center technologies and reservation platforms.
• Strategic mindset translating objectives into operational frameworks.
• Exceptional leadership, coaching, and team development skills.
• Excellent spoken and written English; additional languages advantageous.

Responsibilities

• Provide strategic and operational leadership across PBX and Reservations.
• Define and execute Call Center Operations strategy aligned with resort goals.
• Oversee end-to-end performance across all guest contact channels.
• Drive revenue through optimized conversion on rooms, dining, and gaming.
• Establish KPIs for service levels, responsiveness, and guest satisfaction.
• Develop reporting frameworks translating data into action.
• Partner with Rooms, Gaming, F&B and other departments.
• Own the guest journey from first contact and manage service recovery.

Skills

Strategic leadership

Call center operations

Guest service excellence

Stakeholder management

Analytical skills

Team development

English fluency

Education

Bachelor’s degree in hospitality management

Bachelor’s degree in business administration

Tools

Opera

OpenTable

Salesforce

PBX systems

Job description

Wynn Al Marjan Island invites a proven leader to head Call Center Operations, shaping the guest contact experience for a new luxury resort in Ras Al Khaimah. You will oversee PBX, reservations across guest rooms, gaming, and dining, ensuring seamless, personalized service while driving commercial results.

You will set standards for high-touch interactions, manage budgets, lead workforce strategy, and coordinate with Rooms, Gaming, and F&B to optimize guest demand and service delivery in a