Assistant Manager - Call Center Operations

About Wynn Al Marjan Island

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.
• Provide operational support by stepping in to handle calls when required.

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 analyze 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

• 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

• Attractive salary paid in Dirhams (AED), the local currency of the UAE.
• Excellent leave policy, a healthcare package, incentive programs, and other employee benefits.