Assistant Manager, Call Center
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Role Overview
The Assistant Manager, Call Center supports the Manager, Call Center in managing daily call center operations.
The role focuses on auditing, planning, analysis, training, and reporting to enhance the customer experience.
The position evaluates service delivery and product knowledge to support high levels of guest service.
Key Skills for This Role
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About Atlantis Resorts
Atlantis, The Palm is part of Kerzner International and operates a luxury resort in Dubai.
The resort includes rooms, suites, restaurants, waterpark attractions, an aquarium, and guest experiences.
The organization has more than 6,000 colleagues from 129 nationalities.
About the Role
The Assistant Manager, Call Center supports the Manager, Call Center in managing daily call center operations.
The role focuses on auditing, planning, analysis, training, and reporting to enhance the customer experience.
The position evaluates service delivery and product knowledge to support high levels of guest service.
About You
- A bachelor's degree is required.
- Candidates should have at least two years of experience in a similar position within a luxury five-star property.
- Extensive knowledge of call center operations and a history of motivating large teams toward service excellence are required.
- Excellent verbal and written communication skills are required.
- The role suits candidates who thrive in a fast-paced team environment and have a passion for training.
Benefits
- The employer offers a competitive tax-free salary paid in UAE dirhams.
- Benefits include food and beverage privileges, discounted rates at Kerzner properties, health insurance with dental coverage, annual flights home, life insurance, and an incentive program.
- Colleagues have access to wellness initiatives, training, career mobility, and internal growth opportunities.
Responsibilities
- Assist the Manager, Call Center, with all aspects of daily call center operations.
- Audit, plan, analyze, train, and report on call center activities.
- Continuously enhance the customer experience to meet resort guest service standards.
- Evaluate service delivery and product knowledge levels.
- Provide factual and actionable feedback to improve the guest experience.
- Drive and motivate large teams toward service excellence.
- Support training activities for call center colleagues.
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