Director - Call Center Operations

About the resort

Position overview

Guest service and commercial performance

• Lead operations across PBX and room, gaming, and restaurant reservations.
• Set strategy aligned with resort objectives, brand positioning, commercial priorities, and guest experience standards.
• Oversee consistent, efficient service across guest contact channels and uphold personalized service standards.
• Improve conversion across rooms, dining, and gaming reservations and identify revenue opportunities.
• Establish KPIs for service levels, responsiveness, conversion, productivity, quality, and guest satisfaction.
• Build reporting and analytics frameworks that convert performance insights and guest trends into improvement strategies.
• Oversee inquiries, special requests, and service recovery with urgency and professionalism.

Leadership and operational management

• Partner with Rooms, Gaming, Food & Beverage, and other resort functions to align guest demand and service delivery.
• Oversee budgeting, forecasting, cost management, and productivity.
• Plan staffing and resources according to business volumes, guest demand, and service expectations.
• Establish and improve policies, procedures, workflows, and service standards.
• Lead recruitment, capability building, succession planning, leadership development, and retention.
• Build team performance through coaching, performance management, recognition, engagement, and continuous development.
• Set communication frameworks and uphold professional, presentation, communication, and service standards.
• Monitor market trends, competitors, emerging technologies, and industry developments; champion innovation using technology, data, and operational insights.
• Represent the function at leadership level and provide visibility into performance, priorities, risks, and opportunities.
• Promote an inclusive, engaged work environment that supports team member wellbeing and development.
• Ensure compliance with company policies, procedures, and operational standards.

Requirements

• Experience providing strategic and operational leadership for guest contact and call center functions.
• Ability to oversee PBX, guest room reservations, gaming reservations, and restaurant reservations.
• Capability to improve guest service, operational efficiency, conversion, and revenue performance.
• Experience establishing KPIs, reporting, and analytics frameworks to inform operational and commercial decisions.
• Ability to oversee budgets, forecasting, cost management, productivity, and workforce planning.
• Ability to lead recruitment, capability building, succession planning, leadership development, performance management, and retention.
• Ability to partner with senior stakeholders across Rooms, Gaming, Food & Beverage, and other resort functions.
• Ability to monitor market and competitor trends and identify opportunities to improve the contact center experience.