Role Overview:

We are looking for an Assistant Manager for our prestigious client, who is a prominent Dubai destination known for its distinct setting and broad range of hospitality and leisure offerings. You will be responsible for turning data into insights that drive the Contact Centre’s performance and guest experience. The role manages data collection, reporting, and analysis across multiple systems, ensuring accuracy and integrity. By monitoring KPIs, forecasting demand, and highlighting trends, the Assistant Manager supports operational decisions, resource planning, and service improvements. Acting as a strategic partner, they provide leadership with clear, actionable insights while fostering a culture of efficiency and continuous improvement.

What You’ll Do:

·    Gather, validate, and analyze data from multiple systems (e.g., ACD, CRM, PMS, contact center systems) related to call volumes, booking trends, service levels, handle times, occupancy rates, and other KPIs.

·    Perform ad-hoc data analysis to support leadership queries and operational decisions.

·    Design and maintain daily, weekly, and monthly reports and dashboards for Contact Centre performance across room reservations, restaurant reservations, MWP and operator services.

·    Automate reporting processes wherever possible to increase efficiency and reduce manual workload.

·    Translate data into actionable insights and recommendations to support operational improvements, forecast demand, and identify trends or service gaps.

·    Present findings in a clear, engaging format tailored to different stakeholders (e.g., leadership, operations, training, finance).

·    Monitor performance against SLAs and KPIs (e.g., Average Handle Time, Abandon Rate, First Contact Resolution, Conversion Rate), highlighting variances and root causes.

·    Support leadership in setting realistic but ambitious targets by using historical data and forecasting models.

·    Collaborate with Workforce Management (WFM) and operations teams to support accurate demand forecasting and schedule optimization.

·    Provide seasonal and campaign-based performance projections to support resource planning.

·    Ensure data accuracy, consistency, and reliability across reports and dashboards, and troubleshoot any anomalies.

·    Develop and maintain documentation for data sources, calculation methodologies, and reporting standards.

·    Provide MI input and performance tracking for new initiatives, campaigns, or system rollouts.

·    Conduct before-and-after analysis to measure the impact of projects and initiatives.

·    Act as the key contact for data and performance insights across the department.

·    Proactively share insights with leadership, highlighting opportunities for cost savings, efficiency gains, and improved guest experience.

·    Ensure reporting practices comply with internal policies, data protection regulations, and audit standards.

·    Maintain strict confidentiality and security when handling sensitive guest and business data.

·    Mentor and support junior analysts or quality agents involved in data reporting.

·    Stay updated on best practices, tools, and technologies in MI and analytics.

·    Recommend and implement improvements in data visualization, analysis methods, and dashboard usability.

·    Ensure all AI tools and integrations in the contact center are properly maintained, updated, and functioning optimally. Lead AI-related projects, ensuring solutions are successfully implemented, thoroughly tested, and aligned with operational requirements.

·    Keep abreast of emerging AI trends and assess their applicability within the contact center. Recommend and implement AI solutions that enhance agent performance, guest experience, and overall operational efficiency.

·    Uphold strict confidentiality and professionalism when handling sensitive data.

·    To ensure feedback is taken into action and consideration for immediate implementation and improvement.

·    To report to duty punctually and in accordance with the issued department duty roster.

·    To adhere to the grooming and uniform/dress code standards.

·    To adhere to all hotel security, health, and safety policies

·    To always maintain integrity and transparency with the management by maintaining high level of communication.

·    Comply with the resort and department plans and initiatives.

·    Provide assistance to Contact Centre operations when needed, ensuring service continuity during peak demand, escalations, or unexpected challenges

·    Assist the Quality team by maintaining their data systems, ensuring all platforms run smoothly, and providing technical support as needed to facilitate accurate reporting and monitoring.

·    Perform any additional tasks or responsibilities as and when directed by the Managers according to the business needs

What We’re Looking For:

·    Bachelor’s degree in business, Data Analytics, Mathematics, Hospitality Management, or a related field (or equivalent experience).

·    2–4 years of experience in a Contact Centre or hospitality environment in a reporting, MI, or data analysis role.

·    Proficient in Excel (including pivot tables, formulas, macros) and data visualization tools such as Power BI, Tableau, or Looker.

·    Working knowledge of Contact Centre platforms (e.g., Avaya, Genesys, Cisco), CRM systems, and hospitality platforms (e.g., Opera, OpenTable, SynXis).

·    Strong understanding of key contact centre metrics and operations.

·    Experience collaborating with IT, F&B, Front Office, and Marketing teams on service alignment is a plus.

·    High level of organizational and time management skills; able to manage multiple priorities and meet deadlines.

·    Exceptional verbal and written communication skills, with the ability to influence and collaborate across levels.

·    Detail-oriented with a focus on consistency, accuracy, and continuous improvement.

·    Proactive mindset with a strong sense of ownership and accountability.

Role: Assistant Manager, MI & Analytics

Location: Onsite- Dubai

Interpersonal Skills

1.     Team Player

o     Is observant of the team setting and plays his/her role as needed.

o     Shares ideas for improvement for the overall good of the team.

o     Is open to other people’s ideas and suggestion i.e., adaptable.

o     In a team setting: allows others to finish their work and take responsibility for their tasks, does not try to impose his/her own approach.

o     Addresses conflict in the group as it arises, does not shy away from issues.

o     Challenges team direction and beliefs.

o     Is an active participant in the team, does not sit back and wait for instruction or direction

2.     Customer Focused

o     Recognizes the diverse needs of internal stakeholders—including agents, team leaders, assistant managers, and senior leaders—as well as the indirect impact on external guests.

o     Anticipates quality-related needs and expectations of the team and leadership, consistently aiming to over-deliver through timely insights, fair evaluations, and proactive support.

o     Maintains a respectful, professional, and supportive attitude toward all colleagues and departments.

o     Builds trust and credibility by providing consistent, objective, and well-documented feedback.

o     Strives to enhance service delivery and elevate guest experience through accurate audits, updated resources, and actionable recommendations.

o     Holds a strong sense of accountability, ensuring all quality tasks and commitments are delivered with integrity and attention to detail.

o     Responds promptly to queries and concerns from both leadership and front-line colleagues, while effectively managing expectations.

o     Actively seeks feedback on the quality process and follows up to ensure continuous improvement and resolution.

o     Demonstrates transparency and honesty—clearly communicating limitations, opportunities, and areas for growth, always in the best interest of team development and service excellence.

3.     Self-Aware

o     Is aware of other peoples’ needs: his/her managers, peers, staff and customers.

o     Is astute and self-aware in his/her setting – understands how his/her actions and behavior can influence and affect others.

o     Understands his/her personal strengths, weaknesses and limits and seeks help if needed.

o     Seeks feedback and encourages constructive criticism and does not act defensive.

4.     Build Relationships

o     Is aware of his/her own interactive style and how it affects others.

o     Builds good relationships with managers, peers, subordinates and customers.

o     Develops and demonstrates trust, shows kindness, care and honesty to those he/she works with to build a strong relationship and one that can more easily deal with conflict.

o     Quickly finds common ground.

o     Adapts interaction style to integrate with others.

o     Solves issues with others with minimum disruptions reduces incidences and interpersonal issues.

o     Encourages collaboration.

o     Addresses interpersonal issues/ miscommunications.

o     Shows empathy.

5.     Project Skills

o     Experience implementing or upgrading contact centre or reservations technology.

o     Knowledge of telephony systems, CRM integrations, and reporting dashboards.

o     Ability to manage and motivate diverse teams in fast-paced, service-driven environments.

o     Strong written and verbal communication skills, with attention to detail and customer empathy.

o     Multilingual abilities are a plus, especially in international hotel settings.

6.     Preferred Skills

o     SQL or basic scripting experience for querying databases.

o     Experience automating reports or building live dashboards.

o     Ability to communicate complex data insights in a clear and business-friendly manner.

o     Strong problem-solving and critical-thinking skills.

o     Familiarity with omnichannel reporting (calls, email, chat, social media)