Call Center Team Leader – Luxury Hospitality

About the role

As a Call Center Team Leader at Atlantis, The Palm, you will oversee a high‑performing team that delivers exceptional telephone service to guests worldwide. You will ensure that every call meets the resort’s rigorous service standards while supporting a 24/7 operation.

Key responsibilities

• Monitor and coach call centre agents to achieve target service levels.
• Collaborate with Assistant Managers to develop training programmes and update resort knowledge.
• Manage call routing, quality assurance, and performance reporting.
• Ensure calls are answered within department standards across multiple lines.
• Handle escalated guest issues and provide timely resolutions.

Required profile

• Excellent verbal and written communication skills.
• Extensive experience in a call centre environment.
• Proven track record of leading and motivating large teams.
• Strong hospitality mindset and passion for guest service.
• Ability to multitask without compromising quality.

Required skills

What we offer

• Competitive tax‑free salary paid in AED.
• Generous food & beverage privileges and discounted rates at Kerzner properties.
• Comprehensive health insurance with dental coverage.
• Annual flights home, life insurance, and incentive programmes.
• Access to world‑class training, career mobility and internal growth opportunities.