Director - Gaming Telemarketing Call Center

About the Role:
The company is currently seeking a Director - Gaming Telemarketing Call Center to join the Gaming Marketing Services team. This role involves developing and overseeing the operational roadmap for the call center, ensuring it meets organizational objectives and aligns with compliance standards.

Primary Duties and Responsibilities:

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 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 the 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
• Team Building & Talent Development
• Operational Excellence
• Compliance & Risk Awareness
• Data-Driven Decision Making
• Change Management
• Guest-Centric Mindset
• Multicultural Communication

Key Performance Indicators

• On-time call center launch and successful transition to full operations
• Achievement of service level agreements and guest satisfaction targets
• Call volume, conversion rates, and lead-to-booking metrics
• Team headcount growth, retention rates, and staff engagement scores
• Compliance audit results and adherence to AML/CTF and regulatory standards
• Cost per call, operational efficiency metrics, and budget variance
• Quality assurance scores and error/complaint resolution rates

Working Conditions

• Flexible working hours including early mornings, evenings, and weekends to cover call center operations and peak periods.
• On-site presence is required to oversee launch, training, and operational phases.
• Professional presentation and conduct consistent with brand standards.
• Strict confidentiality regarding guest information, operational data, and organizational strategy.

Benefits:
We offer an attractive salary, paid in Dirhams (AED), the local currency of the UAE, along with an excellent leave policy, a healthcare package, incentive programs, and other employee benefits. This comprehensive package makes this role highly attractive to outstanding applicants seeking a career with the company, among the most renowned and celebrated brands in the global hospitality industry.