Director - Gaming Telemarketing Call Center

Responsibilities

• Develop the operational roadmap for the call center, including facilities, technology, staffing and structure
• Design SOPs for inbound and outbound call handling, guest relationship management and escalation
• Establish KPIs, reporting frameworks and quality metrics
• Recruit, train and mentor coordinators, team leads and supervisors
• Manage daily operations, scheduling, capacity planning and budget forecasting
• Ensure compliance with UAE gaming regulations, AML/CTF and data privacy laws
• Serve as liaison between call center operations and executive leadership

Requirements

• Minimum 8-10 years' experience in call center operations
• At least 3-5 years in a leadership or operations management role
• Experience building or scaling a call center from startup phase
• Knowledge of CRM, call center and workforce management technologies
• Familiarity with gaming industry standards and responsible gaming principles
• Fluent English and strong leadership and problem-solving skills
• Flexible hours including early mornings, evenings and weekends; on-site presence required

Preferred Qualifications

• Bachelor's degree in Business Administration, Operations Management or related field
• Fluency in Arabic, Mandarin or Russian
• Hospitality, gaming or luxury service experience
• GCC or Middle East operations experience
• Six Sigma, Lean or operational excellence certification

Benefits

• Attractive salary paid in AED, excellent leave policy, healthcare package and incentive programs

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. It will offer 1,530 rooms and suites, 22 restaurants and a beach club.