Assistant Manager - Call Center Operations

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.