Director - Call Center Operations

Job Description
About Wynn Al Marjan Island:

On schedule to open in the United Arab Emirates in early 2027, Wynn Al Marjan Island has been created as an opulent and entertaining beachside destination for discerning guests to play and relax. Located less than 50 minutes from Dubai International Airport, this integrated resort offering 1,530 rooms and suites, 22 restaurants and lounges, a theatre, nightclub, and five-star spa is currently under construction on a picturesque island that gracefully curves into the Arabian Gulf.

About The Position
Wynn Al Marjan Island is currently seeking a Director – Call Center Operations to join the resort's Call Center Operations team.

Responsibilities
The primary duties and responsibilities of this role are:

• Lead, develop, and mentor call center teams including PBX operators, casino and hotel reservation agents, and restaurant reservation specialists.
• Establish and implement strategic plans to optimize call center performance and align with resort goals.
• Lead, develop, and mentor call center teams including PBX operators, reservation agents, and restaurant reservation specialists.
• Establish and implement strategic plans to optimize call center performance and align with resort goals.
• Lead, develop, and mentor call center teams including PBX operators, reservation agents, and restaurant reservation specialists.
• Establish and implement strategic plans to optimize call center performance and align with resort goals.
• Lead, develop, and mentor call center teams including PBX operators, reservation agents, and restaurant reservation specialists.
• Establish and implement strategic plans to optimize call center performance and align with resort goals.
• Lead, develop, and mentor call center teams including PBX operators, reservation agents, and restaurant reservation specialists.
• Establish and implement strategic plans to optimize call center performance and align with resort goals.
• Establish and implement strategic revenue optimization plans to create departmental revenue opportunities and align with resort goals.
• Accept any other duties and responsibilities assigned by the SVP Hotel Operations
• Coordinate with relevant departments to satisfy customer needs.
• Fulfil the operational requirements of the Rooms and Gaming Departments
• Attend Department and inter-Department meetings and share relevant information.
• Ensure Team Members deliver Wynn Al Marjan high standards of quality, service and guest satisfaction.
• Develop and monitor operations through detailed reporting systems, focusing on guest efficiency, abandonment and established service levels.
• Develop and monitor operations policies and procedures.
• Monitor and inspect the daily upkeep and maintenance of areas in all three departments.
• Ensure guests' special requests are followed up.
• Oversee department administration and paperwork.
• Coordinate and monitor the preparation of department operating expenses.
• Continuously improving health and safety standards
• Anticipate and respond to guests' requests and handle complaints promptly and to their satisfaction.
• Execute corrective action if necessary and ensure follow-through if no immediate solution can be found.
• Provide feedback to guests' recommendations, share their ideas with staff and management and include in planning and operations.
• Schedule rosters and breaks and ensure manpower meets business demands.
• Approve overtime/undertime records in a timely manner.
• Create departmental training plans and write operating procedures.
• Supervise, direct and lead the team to achieve department goals.
• Conduct daily briefings and disseminate Company information to the team.
• Hire, train, supervise, and manage staff in all three departments.
• Support and assist departmental managers.
• Coach, motivate, counsel and evaluate staff and encourage their participation in decision-making.
• Test and correct any deviations from service procedures swiftly through on the job training.
• Assess service standards and arrange training sessions and refresher courses for staff in coordination with the Trainer.
• Develop and share your vision for the department.
• Maintain effective communication with all Team Members by providing written and verbal translations.
• Monitor Team Members' manners and grooming according to Company standards.
• Promote a work environment where employees feel valued, appreciated, involved, equal and safe.
• Report daily progress to the direct report.
• Monitor industry and market trends and recommend adjustments to services, pricing, and Team Member wage levels accordingly.
• Suggest creative ideas to management to enhance the department's image and offering
• Interact with Department and Company Team Members, management, and contractors professionally and positively
• Attend Department and inter-Department meetings and share relevant information
• Encourage good relationships, promote team spirit, and ensure effective two-way and multicultural communications
• Adhere to the Company policies and procedures and comply with the Code of Conduct
• Remain well-mannered and well-groomed as per Department and Company standards
• Follow health and safety standards and strive for constant improvement to avoid health and injury hazards
• Participate in the Company recycling program and follow a strict discipline to reduce, re-use and recycle wherever possible

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

• High school degree or equivalent preferred.
• Hospitality or related education or experience preferred.
• Computer skills and basic knowledge of Microsoft Office a plus.
• Outstanding organizational and interpersonal skills as well as excellent attention to detail.
• Individual(s) must be able to perform each job responsibility satisfactorily.
• Minimum 7–10 years of experience in call center management, with at least 3 in a leadership role within luxury hospitality or a high-end service environment.
• Deep understanding of call center technologies, PBX systems, and reservation platforms (e.g., Opera, OpenTable, Salesforce).
• Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents.
• Ability to respond to common inquiries from other employees or guests. Conversational English required, second language a plus. Ability to write instructions.
• Ability to present information. Flexibility to adapt to changing priorities and transportation needs.

About Wynn Al Marjan Island's Benefits
We offer an attractive salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer an excellent leave policy, a healthcare package and as well as life insurance, incentive programs, and other employee benefits . The result is a package that makes this role highly attractive to outstanding applicant s seeking a career with Wynn Resorts, among the most renowned and celebrated brands in the global hospitality industry.