Assistant Manager - Call Center Operations

Responsibilities

• Oversee daily multi-channel call center operations including inbound, outbound, and digital channels
• Ensure service level agreements (SLAs) are met regarding response time, quality, and resolution
• Lead, coach, and develop Team Leaders to drive performance and accountability
• Track and analyze KPIs such as productivity, quality, and guest feedback to identify trends
• Ensure delivery of Forbes Five-Star service standards across all guest interactions
• Manage workforce planning, scheduling, and coverage optimization to align with demand
• Handle complex guest escalations with a focus on ownership and resolution
• Collaborate with internal departments like Rooms, F&B, and Revenue to ensure smooth operational flow

Requirements

• Bachelor’s degree in Business Administration, Management, or a related field
• 3–5 years of experience in call center operations
• 1–2 years of experience in a supervisory or assistant managerial role
• Proficiency in MS Office and call center software platforms
• Experience with CRM systems, workforce management tools, and reporting platforms
• Business fluency in Arabic
• Russian language translation skills
• Strong leadership, communication, and problem-solving abilities

Benefits

• Attractive salary paid in UAE Dirhams (AED)
• Excellent leave policy
• Comprehensive healthcare package
• Incentive programs and other employee benefits

About the Company

Wynn Al Marjan Island is an upcoming opulent and entertaining beachside destination in the United Arab Emirates. Scheduled to open in 2027, this luxury integrated resort will feature 1,530 rooms and suites, 22 restaurants and lounges, a theatre, a nightclub, and a five-star spa, offering a world-class experience for discerning guests.