Site Leader CEC Dubai Marriott International

Operational Leadership

• Oversee and manage performance metrics, including revenue, sales conversion, and call center KPIs.
• Ensure effective financial performance of the center.
• Drive overall guest and associate satisfaction across the operation.
• Manage human resources-related processes including hiring, onboarding, associate relations, payroll, performance evaluations, and scheduling.
• Partner with hotel properties to resolve issues, answer questions, and enhance booking experiences.
• Coordinate internal planning and leadership of all aspects of center operations.
• Support administration of policies, procedures, systems, and compliance with safety standards.

Sales and Revenue Generation

• Drive achievement of call center sales goals including conversion rates and revenue per call.
• Participate in the sales process and build relationships with key customers and property partners.
• Identify and implement cross-selling and upselling strategies to enhance performance.
• Benchmark center metrics against "best in class" standards and adopt best practices.

Leadership and Team Management

• Lead and support a team of managers and associates with a focus on career development.
• Foster a culture of service excellence and accountability.
• Provide coaching, mentorship, and recognition to drive strong performance.
• Support cross-functional collaboration with other contact centers and departments.
• Maintain consistent communication with leadership and team members.
• Lead regular departmental meetings and implement performance feedback mechanisms.

Quality, Compliance & Safety

• Oversee site safety and cleanliness in line with ergonomic and emergency policies.
• Ensure the contact center is compliant with all Marriott standards and local laws.
• Actively participate in quality improvement efforts and associate engagement initiatives.
• Monitor and resolve payroll, attendance, and scheduling concerns.
• Promote a professional and positive work environment.

Stakeholder Management

• Serve as liaison to senior leadership, owner relations, and property teams.
• Champion strong communication, alignment, and transparency across teams.
• Represent the center on global and regional initiatives, meetings, and programs.
• Support other duties as assigned by the Area Director of Operations EMEA/CALA.