Director - Call Center Operations

About the role

Wynn Al Marjan Island, the first integrated resort in the UAE set to open in 2027 in Ras Al Khaimah, is seeking a Director of Call Center Operations to lead its centralized guest contact operations. The role oversees PBX, Guest Room Reservations, Gaming Reservations and Restaurant Reservations, working with Rooms, Gaming, Food & Beverage and other resort departments to deliver a personalized, seamless service experience while driving commercial performance.

Key responsibilities

• Define and execute the call center strategy and oversee end-to-end performance across all guest contact channels
• Optimize conversion across rooms, dining and gaming reservations and set KPIs for service levels, responsiveness, conversion, quality and guest satisfaction
• Build reporting and analytics frameworks and partner with resort departments on guest demand and service delivery
• Own the guest journey at first contact, including service recovery, and provide financial oversight of budgeting, forecasting and cost management
• Lead workforce strategy, staffing models, recruitment, training, succession planning and retention
• Establish policies, workflows and service standards, and represent the function at leadership level
• Ensure compliance with company policies and the Code of Conduct, and champion health, safety and sustainability

Required profile

• Minimum 7-10 years of progressive leadership experience in call center or guest contact operations, preferably in luxury hospitality
• Bachelor's degree in hospitality management, Business Administration or a related field
• Experience leading multi-functional contact centers at scale, in a pre-opening or dynamic environment
• Fluency in English; additional languages are an advantage

Required skills

• Call center technologies, PBX systems and reservation platforms such as Opera, OpenTable and Salesforce
• Commercial acumen, stakeholder management and analytical skills

What we offer

• Salary paid in Dirhams (AED)
• An attractive leave policy, incentive programs and other employee benefits