About the Position:

Wynn Al Marjan Island is currently seeking an Assistant Manager – Call Centre Operations to join the resort’s call center operations team.

The primary duties and responsibilities of this role are:

Operational Control

• Oversee daily call center operations across all channels (inbound, outbound, digital)
• Ensure SLAs are consistently achieved (response time, quality, resolution)
• Monitor real-time performance and take corrective actions proactively
• Maintain strong control over queue management and service levels
• Ensure full operational coverage by optimizing multi-tasking deployment across the shift and building a multi-skilled team aligned to business demand
• Provide operational support by stepping in to handle calls when required, while overseeing multi-tasking across functions and ensuring service continuity

People Leadership

• Lead, coach, and develop Team Leaders to drive performance and accountability
• Ensure consistent coaching culture aligned to service quality expectations
• Support recruitment, onboarding, and capability development
• Address performance gaps with structured action plans

Performance & Reporting

• Track and analyse KPIs (SLA, quality, productivity, guest feedback)
• Identify trends, risks, and improvement opportunities
• Provide structured reporting and insights to Call Centre leadership

Guest Experience & Service Quality

• Ensure delivery of Forbes Five-Star service standards across all interactions
• Drive consistency in tone, personalization, and service execution
• Handle complex escalations with ownership and resolution focus

Workforce & Efficiency

• Support workforce planning, scheduling, and coverage optimization
• Ensure alignment between forecast, staffing, and demand
• Manage shrinkage, absenteeism, and productivity control

Process Improvement & Stakeholder Alignment

• Identify and implement process improvements to enhance efficiency and experience
• Collaborate with internal stakeholders (Rooms, F&B, Revenue, etc.)
• Ensure smooth operational flow across departments

Compliance & Risk Control

• Ensure adherence to company policies, SOPs, and regulatory standards
• Maintain audit readiness and compliance across operations
• Identify operational risks and act proactively

About You:

The ideal candidate for this position will have the following experience and qualifications:

• Bachelor’s degree in Business Administration, Management, or related field.
• 3–5 years of experience in call center operations, with at least 1–2 years in a supervisory or assistant managerial role.
• Strong understanding of multi-channel operations (calls, email, chat).
• Strong understanding of call center technologies, CRM systems, and performance metrics.
• Excellent leadership, communication, and problem-solving skills.
• Ability to work in a fast-paced, customer-focused environment.
• Ability to manage KPIs, workforce, and service quality
• Proficiency in MS Office and call center software platforms.
• Experience with CRM systems, workforce management tools, reporting platforms and quality assurance programs.
• Knowledge of customer service best practices and industry standards.
• Certification in customer service or call center management is a plus.