Director Call Center

Wynn Al Marjan Island

About the Position:

Wynn Al Marjan Island is currently seeking a Director Call Center to join the resort s Hotel Operations team.

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

• 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

About You:

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

• 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)
• Previous experience with human capital management systems and query reporting. Previous experience with Oracle preferred.
• Computer literate with Microsoft Office products (Outlook, Word, Excel, and PowerPoint)
• Advanced Excel skills are required, including formulas and functions
• Possesses interpersonal skills to deal effectively with all business contacts
• Ability to effectively communicate in English, in both oral and written forms
• 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.