Senior Manager - Call Center - Dubai Holding Entertainment

About Dubai Holding Entertainment:

Dubai Holding Entertainment offers an impressive range of destinations and attractions that enhance the appeal and competitiveness of Dubai as an international tourism and leisure hub, with the added value of the quality of the facilities and the high standards of training, supervision, and security.

Ain Dubai, the tallest observation wheel in the world, is the jewel of the Bluewaters extraordinary and one-of-a-kind experience and is set to offer a majestic new experiential perspective from the eye in the sky across Dubai’s mesmerizing skyline.

Global Village is one of the longest established tourist attractions in Dubai having opened its doors in 1997. It offers world-class cultural and family entertainment, featuring 26 international pavilions and millions of visitors every season.

As the most recent attraction within Dubai Holding Entertainment, Dubai Parks and Resorts™ is the Middle East’s largest multi-themed leisure and entertainment destination comprising of three separate theme parks: MOTIONGATE™ Dubai, LEGOLAND® Dubai and LEGOLAND® Water Park.

Leading destinations and attractions by Dubai Holding Entertainment also include Coca-Cola Arena, the largest multipurpose indoor arena in the Middle East; Roxy Cinemas, a premiere theatre experience; and The Green Planet in City Walk, a destination that recreates a tropical forest and many more.

Dubai Holding Entertainment owns the largest radio network in the region. Arabian Radio Network (ARN) is the most dynamic multiplatform broadcaster in the UAE and is at the forefront of innovation. It provides advanced in-studio cameras, broadcasting on-air, online on smartphone apps and the Apple TV platform. ARN has ten radio stations, including Dubai Eye, Virgin Radio, Al Arabiya and Hit – reaching over 200 nationalities and 4 million listeners each week in seven languages.

Building on ARN’s commitment to embracing the future and being able to provide access to the best marketing platforms in the region, MPN by Dubai Holding Entertainment is a multimedia sales house, operating premium out-of-home assets, video production, event sponsorship and activations.

Job Overview:

Here's your chance to step into the role of Senior Manager Call Centre at Dubai Holding Entertainment. In this position, you'll take on key responsibilities that include:

The Senior Manager - Call Centre will lead and oversee the outsourced Call Center operations to achieve business targets, ensure high-quality customer service, and maximize sales conversions. This role involves strategic planning, operational management, and team leadership to maintain a high-performance environment within the Call Centre. The incumbent will work closely with internal stakeholders and external partners to align Call Centre activities with corporate sales objectives.

• Team Leadership and Management: Lead and manage the Contact Centre team to achieve sales and service targets.
• Develop team members by providing continuous mentoring, coaching, and performance feedback.
• Ensure team morale and motivation are consistently high.
• Training and Development: Identify training needs and organize product-specific training for the contact centre team.
• Work with internal stakeholders to implement training plans and ensure team readiness.
• Oversee the development of training content, including call scripts and customer handling protocols.
• Operational Efficiency and Performance Management: Set and monitor call answering performance standards, ensuring adherence to KPIs.
• Develop and maintain call answering scripts to optimize sales and service quality.
• Manage team shifts and resources to achieve operational efficiency while minimizing costs.
• Performance Monitoring and Improvement: Analyze call Centre metrics to identify performance gaps and improvement opportunities.
• Implement strategies to maximize conversion rates, reduce call handling times, and enhance customer satisfaction.
• Provide regular performance reports to the Director of Sales.
• Process Optimization and Collaboration: Identify business tools and process improvements to streamline operations and drive productivity.
• Collaborate with internal teams to ensure alignment between contact centre activities and broader sales objectives.
• Act as the primary liaison between the contact centre and corporate sales functions to address challenges and implement solutions.

About you:

The preferred candidate for this role should possess the following experience and credentials:

• Bachelor’s degree in business administration and/or Hospitality Management or related field
• Minimum of 4 year’s professional Call Centre sales experience, preferably in Hospitality/Tourism/Attraction/Theme Park industry.
• Proficiency in Call Centre management software and CRM tools.
• Ability to work flexible hours as required to support contact centre operations.
• Needs good knowledge of Microsoft Office suite of tools, should have good excel & power point skills
• Fluent in English and Arabic will be an advantage.

About the Benefits:

In the world of entertainment, Dubai Holding Entertainment is dedicated to nurturing the talents and well-being of our team members. Join our dynamic and diverse workforce to enjoy a comprehensive benefits package that includes competitive compensation, exciting career development opportunities, and a collaborative and creative work environment. We strongly believe in empowering our workforce, as they play a pivotal role in shaping unforgettable entertainment experiences for tomorrow.

We are committed to attracting the brightest minds and nurturing the most innovative candidates who aspire to make a significant impact on the future of the entertainment industry in Dubai. At Dubai Holding Entertainment, we embrace equal opportunity and promote a discrimination-free environment where everyone's unique talents and contributions are celebrated. Join us in crafting a thrilling and extraordinary tomorrow in entertainment!