Director - Gaming Telemarketing Call Center

About the Position: Wynn Al Marjan Island is currently seeking a Director - Gaming Telemarketing Call Center to join the Gaming Marketing Services team. The primary duties and responsibilities of this role are: Strategic Planning & Infrastructure Development • Develop the comprehensive operational roadmap for the call center, including facility requirements, technology infrastructure, staffing models, and team organization structure. • Design and implement standard operating procedures (SOPs) for all call center functions, including inbound/outbound call handling, guest relationship management, lead qualification, and escalation protocols. • Establish key performance indicators (KPIs), reporting frameworks, and quality metrics tailored to organizational objectives. • Identify and recommend technology systems (CRM, VOIP, workforce management, quality assurance tools) aligned with business needs and budget constraints. • Create a phased launch plan that enables rapid scaling while maintaining service quality and compliance standards. Team Building & Development • Lead recruitment, onboarding, and training of coordinators, team leads, and supervisory staff, establishing hiring criteria that reflect brand standards and cultural fit. • Design and deliver comprehensive training programs covering guest relations, product knowledge, compliance (AML/CTF, responsible gaming, UAE regulations), cultural sensitivity, and system proficiency. • Build and mentor a leadership pipeline, identifying and developing internal talent for promotion to supervisory and quality assurance roles. • Establish performance management systems, conduct regular feedback and coaching sessions, and promote a culture of accountability and continuous improvement. • Create an organizational culture that values quality, professionalism, guest focus, and compliance awareness from day one. Operations & Performance Management • Manage day-to-day call center operations ensuring service level agreements, response time targets, and quality standards are consistently met. • Monitor and analyze operational metrics daily, identify bottlenecks or inefficiencies, and implement corrective actions to optimize productivity and guest satisfaction. • Oversee scheduling, resource allocation, and capacity planning to ensure adequate staffing during peak periods and seasonal fluctuations. • Conduct quality assurance activities including call monitoring, auditing, and reporting, ensuring adherence to scripts, protocols, and service standards. • Manage budget forecasting, cost control, and ROI analysis for call center initiatives and team incentive programs. Compliance & Risk Management • Ensure all call center operations comply with UAE gaming regulations, AML/CTF requirements, data privacy laws, and responsible gaming principles from launch. • Establish compliance checks, audit trails, and documentation protocols integrated into daily workflows. • Partner with Compliance, Legal, and Finance departments to define policies, conduct training, and maintain audit readiness. • Manage sensitive guest information with strict confidentiality and implement data security protocols across the call center. Stakeholder Collaboration & Communications • Serve as the primary liaison between call center operations and executive leadership, Gaming Marketing, Gaming, Hotel Operations, and Compliance. • Provide regular reporting on operational metrics, team performance, challenges, and strategic recommendations. • Collaborate with stakeholders to align call center services with broader organizational goals and guest experience standards. About You: The ideal candidate for this position will have the following experience and qualifications: Essential: • Minimum 8-10 years' experience in call center operations, with at least 3-5 years in a leadership or operations management role. • Proven experience building or scaling a call center from startup phase, including infrastructure design, team recruitment, and process establishment. • Strong track record managing multi-national teams in fast-paced, high-compliance environments. • Deep knowledge of call center technologies, CRM systems, and workforce management tools. • Familiarity with gaming industry standards, AML/CTF compliance, and responsible gaming principles. • Excellent communication, leadership, and problem-solving skills with fluency in English. • Ability to thrive in a startup/growth environment with changing priorities and rapid scaling. Preferred: • Bachelor's Degree in Business Administration, Operations Management, or related field. • Fluency in Arabic, Mandarin, or Russian. • Experience in hospitality, gaming, or luxury service industries. • Regional experience in GCC markets or Middle East operations. • Six Sigma, Lean, or operational excellence certification. Essential: • Minimum 8-10 years' experience in call center operations, with at least 3-5 years in a leadership or operations management role. • Proven experience building or scaling a call center from startup phase, including infrastructure design, team recruitment, and process establishment. • Strong track record managing multi-national teams in fast-paced, high-compliance environments. • Deep knowledge of call center technologies, CRM systems, and workforce management tools. • Familiarity with gaming industry standards, AML/CTF compliance, and responsible gaming principles. • Excellent communication, leadership, and problem-solving skills with fluency in English. • Ability to thrive in a startup/growth environment with changing priorities and rapid scaling. Preferred: • Bachelor's Degree in Business Administration, Operations Management, or related field. • Fluency in Arabic, Mandarin, or Russian. • Experience in hospitality, gaming, or luxury service industries. • Regional experience in GCC markets or Middle East operations. • Six Sigma, Lean, or operational excellence certification. Core Competencies • Entrepreneurial & Strategic Leadership ability to envision and execute complex projects from conception to maturity • Team Building & Talent Development strong mentorship and coaching capabilities to build and scale high-performing teams • Operational Excellence process design, optimization, and continuous improvement mindset • Compliance & Risk Awareness proactive approach to regulatory and legal requirements • Data-Driven Decision Making ability to analyze metrics, identify trends, and make informed recommendations • Change Management comfort with ambiguity, agility in execution, and resilience through organizational growth • Guest-Centric Mindset commitment to delivering exceptional service experiences aligned with brand standards • Multicultural Communication ability to inspire and lead diverse teams across cultural backgrounds