Director - Call Center Operations

Job Overview

Wynn Al Marjan Island is seeking an experienced Director of Call Center Operations to lead and optimize their customer service division in Ras Al Khaimah, UAE. This leadership role involves managing all call center functions to ensure exceptional guest experiences and operational excellence.

Company Overview

Wynn Al Marjan Island is a prestigious luxury resort set to open in Ras Al Khaimah, United Arab Emirates. As part of the globally renowned Wynn Resorts brand, it promises world-class hospitality, entertainment, and a unique guest experience on the stunning Al Marjan Island. It aims to deliver unparalleled service and luxury in the region.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Bachelor's Degree
• Experience: Extensive experience required

Key Responsibilities

• Oversee all aspects of call center operations, ensuring efficiency, high service standards, and guest satisfaction.
• Develop and implement strategic plans to improve call center performance, technology, and customer experience.
• Lead, mentor, and motivate a large team of call center professionals, fostering a high-performance culture.
• Manage budgeting, forecasting, and resource allocation for the call center department.
• Utilize data analytics to identify trends, enhance operational processes, and drive continuous improvement initiatives.
• Ensure compliance with company policies, service standards, and regulatory requirements.

Requirements

• Proven experience in a senior leadership role within call center operations, preferably in the luxury hospitality sector.
• Strong understanding of call center technologies, KPIs, workforce management, and best practices.
• Exceptional leadership, communication, and interpersonal skills with the ability to inspire and manage large teams.
• Ability to thrive in a fast-paced, high-pressure, and luxury service-oriented environment.
• Bachelor's degree in Business Administration, Hospitality Management, or a related field is required.
• Proficiency in English; Arabic proficiency is a significant advantage.

Benefits

• Opportunity to lead a pivotal department in the launch and operation of a world-class luxury resort.
• Competitive salary and a comprehensive benefits package commensurate with experience.
• Significant career growth and development opportunities within a globally recognized hospitality brand.
• Work in a dynamic, inclusive, and supportive international team environment.
• Be part of the exciting establishment and success of Wynn Al Marjan Island.
• Access to exclusive employee discounts on resort services and amenities.