Assistant Manager – Call Center Operations

About the role

Wynn Al Marjan Island is seeking an Assistant Manager to lead its call centre operations as the integrated resort prepares for its 2027 opening. The role will ensure seamless service across inbound, outbound and digital channels while upholding Forbes Five‑Star standards.

Key responsibilities

• Oversee daily call centre operations, monitor SLAs and manage queue performance.
• Lead, coach and develop Team Leaders, support recruitment and address performance gaps.
• Track and analyse KPIs, produce reports and identify improvement opportunities.
• Deliver consistent Forbes Five‑Star guest experiences and handle complex escalations.
• Support workforce planning, scheduling, shrinkage control and alignment with demand forecasts.
• Identify and implement process improvements and collaborate with internal departments.
• Ensure compliance with company policies, SOPs and regulatory standards, maintaining audit readiness.

Required profile

• Bachelor’s degree in Business Administration, Management or a related field.
• 3–5 years of experience in call centre operations, including at least 1–2 years in a supervisory or managerial capacity.

Required skills