Wynn Al Marjan Island→
Assistant Manager - Call Center Operations at Wynn Al… · United…
Job Description
Assistant Manager - Call Center Operations
Location: United Arab Emirates
About Wynn Al Marjan Island:
Wynn Al Marjan Island will be the first integrated resort in the UAE. Set to open in 2027, the resort will be located 50 miles from Dubai International Airport in the emirate of Ras Al Khaimah. The resort will offer 1,530 rooms and suites, 22 restaurants, lounges, and bars, a theater, and a beach club. It will feature multiple swimming and wading pools, a five-star spa, a salon, a shopping promenade, and a celebrations and events center.
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.
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, incentive programs, and other employee benefits. The result is a package that makes this role highly attractive to outstanding applicants seeking a career with Wynn Resorts, among the most renowned and celebrated brands in the global hospitality industry.