Director - Call Center Operations

Wynn Al Marjan Island

About the Position:

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