Head of Gaming Call Center Operations & Strategy

Wynn Al Marjan Island; Abu Dhabi; On-site; AED 600,000 - 900,000; Full time

Job summary

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

Responsibilities

• 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

Skills

Leadership

Call center ops

Compliance experience

English fluent

Arabic multilingual

Stakeholder management

Strategic planning

Education

Bachelor's in Business Administration or Operations Management

Tools

CRM systems

Workforce management

VoIP

Job description

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.