Assistant Manager - Call Center Operations
Wynn Al Marjan Island
On-siteFull TimeLead, ManagerCustomer Service
No salary statedPosted 1 day ago1d agoApply link checked 2 hours ago
Why we think you can apply
- Employer country
- United Arab Emirates
- Hiring model
- UAE-based role · the employer hires in the UAE
- Work from
- The employer's office · on-site
- Time-zone overlap
- Gulf Standard Time · none needed
Posted 1 day ago · apply link checked 2 hours ago
About the role
Responsibilities
- Oversee daily call center operations across inbound, outbound, and digital channels
- Ensure SLAs regarding response time, quality, and resolution are consistently achieved
- Lead, coach, and develop Team Leaders to drive performance and accountability
- Track and analyze KPIs including SLA, quality, productivity, and guest feedback
- Ensure delivery of Forbes Five-Star service standards across all interactions
- Support workforce planning, scheduling, and coverage optimization
- Identify and implement process improvements to enhance efficiency
- Manage shrinkage, absenteeism, and productivity control
Requirements
- Bachelor's degree in Business Administration, Management, or a related field
- 3–5 years of experience in call center operations
- 1–2 years in a supervisory or assistant managerial role
- Strong understanding of multi-channel operations (calls, email, chat)
- Proficiency in CRM systems, workforce management tools, and reporting platforms
- Excellent leadership, communication, and problem-solving skills
- Proficiency in MS Office and call center software platforms
Preferred Qualifications
- Certification in customer service or call center management is a plus
About the Company
Wynn Al Marjan Island will be the first integrated resort in the UAE. Set to open in 2027 in Ras Al Khaimah, the resort will offer luxury accommodations, fine dining, a theater, a beach club, and a five-star spa.
What we look for
- Bachelor's degree
- 3–5 years call center experience
- 1–2 years supervisory experience
- CRM proficiency
- Leadership skills
- Arabic fluency
- Russian translation skills
CRMCustomer ServiceWorkforce Management
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Wynn Al Marjan Island
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