Team Leader, Call Center

Kerzner International; Dubai; On-site; AED 150,000 - 210,000; Full time

Benefits offered by this job

Food & beverage privileges

Discounted property rates

Health insurance (dental)

Annual flights

Life insurance

Incentive program

Wellness initiatives

Job summary

Atlantis, The Palm, part of Kerzner International, is a premier luxury resort on Palm Island. We are seeking a Team Leader, Call Centre to drive guest service excellence in a fast-paced 24/7 environment, guiding a large team of agents with training and spirited leadership.

You will ensure calls are answered promptly, uphold service standards, and collaborate with managers to optimise guest experiences. A tax-free AED salary and inclusive benefits are offered in this vibrant hospitality

Qualifications

• Extensive call centre experience with leadership history.
• Excellent verbal and written communication skills.
• Ability to motivate and manage large teams to deliver service excellence.

Responsibilities

• Lead and manage a busy 24/7 call centre to ensure high guest service standards.
• Partner with Assistant Managers to train teams and improve call handling.
• Oversee call skills, processes and resort knowledge to maintain efficiency and accuracy.

Skills

Call centre leadership

Verbal & written communication

Team leadership

Multitasking

Job description

A part of Kerzner International, a global leader in luxury hospitality, Atlantis, The Palm is a world where iconic stays, legendary adventures, and the boldest flavours all come together to transport guests to A World Away.

The iconic resort, located on the crescent of Palm Island, features 1,544 Rooms, Suites, and Signature Suites, each designed with thoughtful details inspired by the sea. It is the ultimate destination for world-class dining, bringing together some of the most renowned celebrity chefs and Michelin-starred restaurants. The resort is also home to unforgettable experiences, from record-breaking thrills at the world’s largest waterpark to stunning views of 65,000 marine animals in the aquarium, and close encounters with resident Indo-Pacific dolphins at Dolphin Bay.

Behind this extraordinary destination are over 6,000 colleagues from 129 nationalities. Together, we foster a vibrant and inclusive culture where talent is nurtured, wellbeing is prioritised, and careers truly thrive.

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 guest service standards are maintained. A Team Leader will work closely with the Assistant Managers to manage colleague call skills, processes, training, 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 ensure the highest levels of service are consistently enhanced.

About You

A successful candidate will have excellent verbal and written communication skills with extensive Call Centre experience and have demonstrated history of leading and motivating teams toward market-leading service levels. A passion for hospitality and service is critical along with a desire to build a highly trained, detail-oriented, and efficient service team.

We offer a competitive, tax-free salary paid in UAE Dirhams (AED), alongside a wealth of benefits.

• generous food and beverage privileges
• exclusive discounted rates at all Kerzner properties worldwide
• comprehensive health insurance (with dental coverage)
• annual flights home
• life insurance
• an incentive program
• a 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. Join the A-Team and discover the extraordinary.