Global Command Center Operations Director
1 week ago
At PERSOLKELLY SINGAPORE PTE. LTD., we are seeking an experienced and dynamic Global Command Centre Manager to design, build, lead, and oversee the operations of a 24/7, year-round command center.
About this role:- Drive customer satisfaction by ensuring quality assurance and managing service level agreements (SLAs) to deliver a seamless customer experience.
- Lead a team focused on monitoring data center alarms, handling inbound customer inquiries, and incident management, while maintaining effective communication and collaboration with global teams.
The ideal candidate will have proven leadership experience in a global command center or similar customer-facing operation, ideally within the data center or technology sector.
Key Responsibilities:- Lead and manage the daily operations of the APAC Global Command Centre, ensuring high levels of customer service and operational excellence.
- Oversee a 24/7 operation, ensuring optimal staffing levels and a balanced mix of regional knowledge and customer service skills.
- Monitor data center alarms, initiate appropriate actions, and communicate effectively with customers regarding incidents or service disruptions.
- Handle all inbound customer contacts across various channels (phone, portal, email), providing timely, accurate, and professional responses.
- Coordinate the resolution of incidents, inform customers of planned activities, and manage open tickets and service incidents to ensure timely resolution.
- Provide regular SLA reporting to key customers and maintain strong service relationships with critical accounts.
- Ensure smooth coordination with global teams in North America and Ireland to ensure consistent service delivery.
- Generate and analyze performance metrics and reports for the Global Command Centre, ensuring adherence to quality standards and continuous process improvements.
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