Team Leader, Call Center

Atlantis Resorts; Dubai; On-site; AED 180,000 - 240,000; Full time

Benefits offered by this job

Tax-free salary paid in AED

F&B privileges

Discounted Kerzner properties rates

Health insurance with dental coverage

Annual flights home

Life insurance

Incentive program

Wellness and social initiatives

Job summary

Atlantis Resorts in the UAE seeks a Team Leader, Call Centre to drive guest interactions in a fast-paced, 24/7 environment. You will guide training, refine processes, and ensure agents meet service standards while delivering memorable experiences for guests.

You will lead and motivate a large team, coordinating with Assistant Managers to raise call quality, knowledge, and efficiency across multiple call lines, with a focus on luxury hospitality.

Qualifications

• Excellent verbal and written communication skills.
• Extensive call centre experience with history of leading teams.
• Passion for hospitality and service and staff development.

Responsibilities

• Lead and manage a large call centre team to deliver top service levels.
• Work with assistants to train and improve call handling and knowledge.
• Ensure calls are answered within departmental standards across lines.
• Drive continuous improvement of processes and guest experience.

Skills

Verbal communication

Written communication

Call centre leadership

Team motivation

Hospitality service

Job description

About The Role

Do you thrive talking and engaging with guests over the telephone? Are you service-focused, willing to create unique guest experiences? Are you able to multi-task without compromising quality or detail? Are you able to lead large teams? If you possess these skills, we have the perfect job for you!

As a Team Leader, Call Centre you should be a continuous source of information for guests and colleagues to ensure the highest levels of training and guest service standards are maintained. You will work closely with the Assistant Managers to manage colleague call skills, processes, training, and resort knowledge to ensure a highly efficient call center in a busy 24/7 working environment. You will ensure that calls are answered by agents within department standards across a variety of call lines to consistently enhance service levels.

About You

• Excellent verbal and written communication skills.
• Extensive call centre experience with a demonstrated history of leading and motivating teams toward market‑leading service levels.
• Passion for hospitality and service, coupled with a desire to build a highly trained, detail‑orientated, and efficient service team.

Benefits

• Competitive, tax‑free salary paid in UAE Dirhams (AED).
• Generous food and beverage privileges.
• Exclusive discounted rates at all Kerzner properties worldwide.
• Comprehensive health insurance with dental coverage.
• Annual flights home.
• Life insurance.
• Incentive program.
• Variety of colleague wellness and social initiatives.

With a strong emphasis on learning and development, colleagues at Atlantis enjoy access to world‑class training, career mobility, and internal growth opportunities across the Kerzner portfolio—making this an ideal environment for ambitious individuals seeking a long‑term, fulfilling career in luxury hospitality.