Assistant Manager - Call Center Operations
Ras Al-Khaimah, Ras al Khaimah, United Arab Emirates · Full Time
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- Experience
- 3–5 yrs
- Salary
- —
- Openings
- 1
- Posted
- 1 day ago
- Work mode
- In office
- Education
- Bachelor’s degree
- Eligibility
- Applicants with a bachelor’s degree and 3–5 years of call centre operations experience, including 1–2 years in a supervisory or assistant managerial role, are suitable for this opportunity.
- Resume
- Required to apply
Where you'll work
Job description
About the Company
Wynn Al Marjan Island is a luxury beachside resort destination scheduled to open in the United Arab Emirates in 2027. Set on a scenic island that curves into the Arabian Gulf and located under 50 minutes from Dubai International Airport, the development will feature 1,530 rooms and suites, 22 restaurants and lounges, a theatre, nightclub, and a five-star spa.
Role Overview
The resort is looking for an Assistant Manager - Call Center Operations to support the call centre operations team and help deliver a high-quality guest communication experience.
What You Will Do
You will take charge of day-to-day call centre activity across inbound, outbound, and digital channels, while making sure service levels, response times, and quality targets are met. The role also involves monitoring live performance, managing queues, and keeping coverage strong through smart multi-tasking deployment and cross-trained teams.
In this position, you will also provide hands-on operational support by taking calls when necessary to maintain service continuity and help the team stay on track.
You will guide, coach, and develop Team Leaders, reinforce a strong coaching culture, support hiring and onboarding, and address capability gaps with clear improvement plans. You will also track key metrics such as SLA, quality, productivity, and guest feedback, then share structured insights with leadership.
The role requires a strong focus on guest experience and service excellence, including delivery of Forbes Five-Star standards, consistent personalization, and effective handling of complex escalations. You will contribute to workforce planning, scheduling, and demand alignment, while managing shrinkage, absenteeism, and productivity.
Additional responsibilities include identifying process improvements, working closely with internal departments such as Rooms, F&B, and Revenue, and ensuring operational flow remains smooth across teams. You will also be expected to follow company policies, SOPs, and regulatory requirements, maintain audit readiness, and proactively manage operational risks.
What We’re Looking For
The ideal candidate should hold a bachelor’s degree in Business Administration, Management, or a related discipline, and bring 3–5 years of call centre operations experience, including 1–2 years in a supervisory or assistant managerial capacity.
We are looking for someone with a solid understanding of multi-channel support environments, including calls, email, and chat, as well as familiarity with call centre technology, CRM platforms, workforce management tools, reporting systems, and quality assurance practices.
Strong leadership, communication, and problem-solving skills are important, along with the ability to thrive in a fast-paced, guest-focused setting. Proficiency in MS Office and call centre software is required. A customer service or call centre management certification will be considered an added advantage.
Benefits
The role comes with an attractive salary paid in AED, along with an excellent leave policy, healthcare coverage, incentive programs, and other employee benefits.
Additional Information
This position is part of a major hospitality opening project and offers the opportunity to build a career with one of the most recognized names in global luxury hospitality.