Director, Call Centre and Reservations Operations

( 11416 )At Atlantis, we exist to bring the extraordinary to every holiday and experience through connection, empowerment, precision, care and warmth. Inspired by the majesty and mystery of the ocean, Atlantis resorts are unique destinations full of life, wonder and surprise, where we seek to exceed our guests’ expectations at every possible turn.Atlantis Dubai is an iconic entertainment destination comprised of two world-class resorts; Atlantis, The Palm and Atlantis, The Royal; offering an unbeatable opportunity for you to grow and develop in your career. With a sense of exhilaration and discovery, we create unforgettable memories by providing guests the opportunity to discover an extraordinary world filled with thrilling adventures. Whether we are designing a couple’s retreat or serving the extraordinary in one of our award-winning celebrity chef restaurants, we approach everything with imagination to spark a sense of courage, inspiration and innovation. This is not simply our job, it’s our passion.The Director, Call Centre & Reservations Operations plays a key role in supporting the Director, Contact Centre & Reservations in managing the day-to-day operations of the resort's Reservations and Contact Centre teams. This includes overseeing room reservations, operator services, restaurant reservations, aquaventure and marine experiences, and ensuring high standards of guest and colleague satisfaction.Key Duties And Responsibilities Assist the Director (D,CC&R) in developing and implementing property-wide strategies to meet or exceed guest and colleague expectations while optimizing financial returns. Support HR leadership by assisting in recruitment, performance management, colleague development, and motivation. Contribute to the delivery of budgeted targets for payroll costs and room costs to achieve margin and cost reduction goals. Assist in maintaining service standards and procedures through effective training and coaching of the team. Provide support for call centre operations, systems, technology management, and quality assurance. Work with the Director (D,CC&R) to proactively identify and modify operational processes, workforce models, and forecasts for optimal call centre operations. Assist in developing payroll forecasts and monitoring monthly performance to targets. Support the Director (D,CC&R) in planning and forecasting staffing requirements and providing ongoing career development opportunities to direct reports. Contribute to achieving workforce performance measures including handle time, reply time, and occupancy. Collaborate with other departments to ensure effective communication and teamwork for seamless service delivery. Actively participate in operational innovation and continuous improvement initiatives. Assist in managing relationships with travel partners for the reservation team and identifying upselling opportunities. Support the Director (D,CC&R) in representing the company with guests and ensuring customer-focused approach to resort operations. Skills, Experience & Educational Requirements Previous experience in a senior management role in Reservations, Call Centre, or Customer Service. University Graduate preferred. Knowledge of AVAYA CMS/CCE/Omni Channel Management Systems is an advantage. Excellent communication skills, written and oral proficiency in English. Knowledge in Property Management Systems and Revenue Management Systems. Strong interpersonal, supervisory, problem-solving, and customer service-oriented skills. Ability to multitask, drive results, and adapt to changing business needs. Join a team that is adventurous, creative, warm-hearted and extroverted. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.