Assistant Manager - Call Center Operations

Job Description About Wynn Al Marjan Island: On schedule to open in the United Arab Emirates in 2027, Wynn Al Marjan Island has been created as an opulent and entertaining beachside destination for discerning guests to play and relax. Located less than 50 minutes from Dubai International Airport, this integrated resort offering 1,530 rooms and suites, 22 restaurants and lounges, a theatre, nightclub, and five-star spa is currently under construction on a picturesque island that gracefully curves into the Arabian Gulf. About The Position Wynn Al Marjan Island is currently seeking an Assistant Manager – Call Centre Operations to join the resort’s call center operations team. Responsibilities The primary duties and responsibilities of this role are: Operational Control • Oversee daily call center operations across all channels (inbound, outbound, digital) • Ensure SLAs are consistently achieved (response time, quality, resolution) • Monitor real-time performance and take corrective actions proactively • Maintain strong control over queue management and service levels • Ensure full operational coverage by optimizing multi-tasking deployment across the shift and building a multi-skilled team aligned to business demand • Provide operational support by stepping in to handle calls when required, while overseeing multi-tasking across functions and ensuring service continuity People Leadership • Lead, coach, and develop Team Leaders to drive performance and accountability • Ensure consistent coaching culture aligned to service quality expectations • Support recruitment, onboarding, and capability development • Address performance gaps with structured action plans Performance & Reporting • Track and analyse KPIs (SLA, quality, productivity, guest feedback) • Identify trends, risks, and improvement opportunities • Provide structured reporting and insights to Call Centre leadership Guest Experience & Service Quality • Ensure delivery of Forbes Five-Star service standards across all interactions • Drive consistency in tone, personalization, and service execution • Handle complex escalations with ownership and resolution focus Workforce & Efficiency • Support workforce planning, scheduling, and coverage optimization • Ensure alignment between forecast, staffing, and demand • Manage shrinkage, absenteeism, and productivity control Process Improvement & Stakeholder Alignment • Identify and implement process improvements to enhance efficiency and experience • Collaborate with internal stakeholders (Rooms, F&B, Revenue, etc.) • Ensure smooth operational flow across departments Compliance & Risk Control • Ensure adherence to company policies, SOPs, and regulatory standards • Maintain audit readiness and compliance across operations • Identify operational risks and act proactively About You The ideal candidate for this position will have the following experience and qualifications: • Bachelor’s degree in Business Administration, Management, or related field. • 3–5 years of experience in call center operations, with at least 1–2 years in a supervisory or assistant managerial role. • Strong understanding of multi-channel operations (calls, email, chat). • Strong understanding of call center technologies, CRM systems, and performance metrics. • Excellent leadership, communication, and problem-solving skills. • Ability to work in a fast-paced, customer-focused environment. • Ability to manage KPIs, workforce, and service quality • Proficiency in MS Office and call center software platforms. • Experience with CRM systems, workforce management tools, reporting platforms and quality assurance programs. • Knowledge of customer service best practices and industry standards. • Certification in customer service or call center management is a plus. About Wynn Al Marjan Island’s Benefits We offer an attractive salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer an excellent leave policy, a healthcare package and incentive programs, and other employee benefits . The result is a package that makes this role highly attractive to outstanding applicant s seeking a career with Wynn Resorts, among the most renowned and celebrated brands in the global hospitality industry. Show more Show less

Bachelor’s degree in Business Administration, Management, or related field. 3–5 years of experience in call center operations, with at least 1–2 years in a supervisory or assistant managerial role. Strong understanding of multi-channel operations (calls, email, chat). Strong understanding of call center technologies, CRM systems, and performance metrics. Proficiency in MS Office and call center software platforms. Experience with CRM systems, workforce management tools, reporting platforms and quality assurance programs. Certification in customer service or call center management is a plus.

Operational Control: Oversee daily call center operations across all channels (inbound, outbound, digital); Ensure SLAs are consistently achieved (response time, quality, resolution); Monitor real-time performance and take corrective actions proactively; Maintain strong control over queue management and service levels; Ensure full operational coverage by optimizing multi-tasking deployment across the shift and building a multi-skilled team aligned to business demand; Provide operational support by stepping in to handle calls when required, while overseeing multi-tasking across functions and ensuring service continuity. People Leadership: Lead, coach, and develop Team Leaders to drive performance and accountability; Ensure consistent coaching culture aligned to service quality expectations; Support recruitment, onboarding, and capability development; Address performance gaps with structured action plans. Performance & Reporting: Track and analyse KPIs (SLA, quality, productivity, guest feedback); Identify trends, risks, and improvement opportunities; Provide structured reporting and insights to Call Centre leadership. Guest Experience & Service Quality: Ensure delivery of Forbes Five-Star service standards across all interactions; Drive consistency in tone, personalization, and service execution; Handle complex escalations with ownership and resolution focus. Workforce & Efficiency: Support workforce planning, scheduling, and coverage optimization; Ensure alignment between forecast, staffing, and demand; Manage shrinkage, absenteeism, and productivity control. Process Improvement & Stakeholder Alignment: Identify and implement process improvements to enhance efficiency and experience; Collaborate with internal stakeholders (Rooms, F&B, Revenue, etc.); Ensure smooth operational flow across departments. Compliance & Risk Control: Ensure adherence to company policies, SOPs, and regulatory standards; Maintain audit readiness and compliance across operations; Identify operational risks and act proactively.