Director - Call Center Operations
Wam-Iabkey Cx_2 · UAE · onsite
About Wynn Al Marjan Island:
Wynn Al Marjan Island will be the first integrated resort in the UAE. Set to open in 2027, the resort will be located 50 miles from Dubai International Airport in the emirate of Ras Al Khaimah. The resort will offer 1,530 rooms and suites, 22 restaurants, lounges, and bars, a theater, and a beach club. It will feature multiple swimming and wading pools, a five-star spa, a salon, a shopping promenade, and a celebrations and events center.
About the Position:
Wynn Al Marjan Island is currently seeking a Director – Call Center Operations to lead the resort’s centralized guest contact operations.
This senior leadership role will oversee PBX, Guest Room Reservations, Gaming Reservations, and Restaurant Reservations, shaping the guest experience from the very first point of contact. The Director will lead the delivery of a highly personalized, seamless, and efficient service experience while driving commercial performance, operational excellence, innovation, and revenue optimization across all guest contact channels.
Working closely with Rooms, Gaming, Food & Beverage, and other resort departments, the Director will establish a best-in-class call center operation that reflects Wynn service standards, strengthens conversion across multiple revenue streams, and ensures every guest interaction is handled with precision, warmth, and professionalism.
The primary duties and responsibilities of this role are:
- Provide strategic and operational leadership across PBX, Guest Room Reservations, Gaming Reservations, and Restaurant Reservations, fostering a culture of excellence, accountability, and exceptional guest service.
- Define and execute the Call Center Operations strategy in alignment with overall resort objectives, brand positioning, commercial priorities, and guest experience standards.
- Oversee end-to-end call center performance, ensuring seamless, efficient, and consistent service delivery across all guest contact channels.
- Set the standard for a highly personalized and service-driven guest experience, ensuring every interaction reflects Wynn’s commitment to exceptional service.
- Drive commercial performance by optimizing conversion across rooms, dining, and gaming reservations while identifying opportunities to strengthen revenue contribution.
- Establish and govern key performance indicators across service levels, responsiveness, conversion, productivity, quality, and guest satisfaction.
- Develop robust reporting and analytics frameworks, translating performance insights and guest trends into actionable strategies that enhance service, efficiency, and commercial results.
- Partner closely with senior stakeholders across Rooms, Gaming, Food & Beverage, and other resort functions to align guest demand, operational priorities, and service delivery.
- Own the guest journey at the first point of contact, ensuring inquiries, special requests, and service recovery matters are managed with urgency, precision, and professionalism.
- Establish effective service recovery frameworks that enable timely resolution, consistent standards, and continuous improvement in guest satisfaction.
- Provide strategic oversight of departmental financial performance, including budgeting, forecasting, cost management, and productivity optimization.
- Lead workforce strategy and resource planning, ensuring staffing models are aligned with business volumes, guest demand, and service expectations.
- Establish and continuously enhance policies, procedures, workflows, and service standards to support operational excellence, consistency, and scalability.
- Lead the talent strategy for Call Center Operations, including recruitment, capability building, succession planning, leadership development, and retention.
- Build a high-performing culture through effective coaching, performance management, recognition, engagement, and continuous development.
- Establish clear communication frameworks that strengthen alignment, accountability, and execution across all levels of the operation.
- Uphold Wynn standards of professionalism, presentation, communication, and service delivery across all teams.
- Foster an inclusive and highly engaged work environment that reflects Wynn’s values and supports team member wellbeing, development, and retention.
- Monitor market trends, competitor activity, emerging technologies, and industry developments, identifying opportunities to continuously evolve the call center experience.
- Champion innovation across the function, leveraging technology, data, and operational insights to enhance the guest journey and strengthen the department’s contribution to the resort.
- Represent Call Center Operations at leadership level, providing clear visibility of performance, strategic priorities, risks, and opportunities.
- Ensure full compliance with company policies, procedures, operational standards, and the Code of Conduct.
- Champion health, safety, and sustainability practices, embedding a culture of responsibility and continuous improvement across the function.
- Undertaking additional leadership responsibilities as assigned by the SVP Hotel Operations.
About You:
- Minimum 7–10 years of progressive leadership experience in call center or guest contact operations, with a strong preference for luxury hospitality or high-end service environments.
- Proven track record of leading multi-functional contact center operations, including reservations and guest services, at scale.
- Bachelor’s degree in hospitality management, Business Administration, or a related field.
- Strong commercial acumen, with demonstrated ability to drive revenue performance through conversion optimization and service excellence.
- Deep expertise in call center technologies, PBX systems, and reservation platforms (e.g., Opera, OpenTable, Salesforce).
- Strategic mindset with the ability to translate business objectives into operational frameworks and measurable outcomes.
- Exceptional leadership capability, with experience building, developing, and leading high-performing teams.
- Strong analytical skills, with the ability to interpret performance data, identify trends, and drive continuous improvement.
- Excellent stakeholder management skills, with the ability to influence and collaborate across multiple departments and levels of leadership.
- Outstanding communication and interpersonal skills, with fluency in English required; additional languages are an advantage.
- Highly organized with strong attention to detail and the ability to manage competing priorities in a fast-paced environment.
- Demonstrated ability to operate effectively in a pre-opening or dynamic business environment with evolving priorities.
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, incentive programs, and other employee benefits. The result is a package that makes this role highly attractive to outstanding applicants seeking a career with Wynn Resorts, in the global hospitality industry.