Assistant Manager - Call Center Operations
Wynn Al Marjan Island · Ras Al Khaimah
On-site · Ras Al KhaimahFull TimeLead, Manager, ExecutiveCustomer Service
No salary statedPosted 8 hours ago8h agoApply link checked 29 minutes ago
Why we think you can apply
- Employer country
- United Arab Emirates · Ras Al Khaimah
- Hiring model
- UAE-based role · the employer hires in the UAE
- Work from
- Ras Al Khaimah · on-site
- Time-zone overlap
- Gulf Standard Time · none needed
Posted 8 hours ago · apply link checked 29 minutes 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 compliance with company policies, SOPs, and regulatory standards
Requirements
- Bachelor's degree in Business Administration, Management, or a related field
- 3–5 years of experience in call center operations
- 1–2 years of experience in a supervisory or assistant managerial role
- Strong understanding of multi-channel operations (calls, email, chat)
- Proficiency in CRM systems, workforce management tools, and MS Office
- Excellent leadership, communication, and problem-solving skills
- Fluency in Arabic and Russian language translation skills
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, diverse dining options, a theater, a beach club, and a five-star spa.
What we look for
- Bachelor's degree in Business or related field
- 3–5 years call center experience
- 1–2 years supervisory experience
- Proficiency in CRM and MS Office
- Arabic fluency
- Russian translation skills
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Wynn Al Marjan IslandRas Al Khaimah
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