Team Leader, Call Center

Team Leader, Call Center (20296) 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 orientated, and efficient service team. We offer a competitive, tax-free salary paid in UAE Dirhams (AED), alongside a wealth of benefits. These include 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, and 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.

Extensive Call Centre experience and a demonstrated history of leading and motivating teams toward market-leading service levels. Excellent verbal and written communication skills. A passion for hospitality and service. Desire to build a highly trained, detail-oriented, and efficient service team. Ability to multi-task and manage processes in a busy 24/7 environment.

Lead and manage a busy 24/7 hotel call center team to ensure high standards of guest service. Collaborate with Assistant Managers to oversee call skills, processes, training, and resort knowledge. Ensure calls are answered within department standards across multiple call lines and continually enhance service levels.