Director of Gaming Call Center Operations

Wynn Al Marjan Island; Dubai; On-site; AED 720,000 - 960,000; Full time

Benefits offered by this job

Healthcare package

Incentive programs

Excellent leave policy

Job summary

Wynn Al Marjan Island is seeking a Director - Gaming Telemarketing Call Center to lead the Gaming Marketing Services team. You will design the call center's operational roadmap, establish SOPs, KPIs, and ROI-focused budgets, and drive scalable, compliant guest outreach in a high-compliance environment.

You will recruit and mentor leaders, build talent pipelines, and ensure service levels, quality, and regulatory adherence across multilingual teams in a dynamic hospitality/gaming setting.

Qualifications

• Minimum 8–10 years in call center operations.
• 3–5 years in leadership or operations management.
• Experience building or scaling a call center from startup phase.

Responsibilities

• Develop the operational roadmap for the call center, including staffing and tech infrastructure.
• Create SOPs for call center functions and escalation protocols.
• Establish KPIs, reporting, and quality metrics aligned with objectives.
• Identify technology needs (CRM, VOIP, WFM, QA) and budget constraints.
• Lead recruitment, onboarding, and training of coordinators and supervisors.
• Ensure SLA, response targets, and quality standards are met.
• Manage budgeting, forecasting, and ROI for call center initiatives.

Skills

Call center leadership

Staff recruitment

Training & development

Cross-cultural leadership

Data-driven decisions

Compliance awareness

Strategic planning

Communication skills

Problem-solving

Education

Bachelor's Degree in Business Administration / Operations Management

Six Sigma / Lean certification

Tools

CRM systems

Workforce management tools

Job description

Wynn Al Marjan Island is seeking a Director - Gaming Telemarketing Call Center to lead the Gaming Marketing Services team. You will design the call center's operational roadmap, establish SOPs, KPIs, and ROI-focused budgets, and drive scalable, compliant guest outreach in a high-compliance environment.

You will recruit and mentor leaders, build talent pipelines, and ensure service levels, quality, and regulatory adherence across multilingual teams in a dynamic hospitality/gaming setting.