Call Centre Senior Specialist

Full time

ABOUT GDS INTERNATIONAL
GDS is a global leader in the development and operation of high-performance data centers, and one of the fastest-growing companies in the industry, with a strong presence across Asia and Europe. As we continue our exciting expansion into new international markets, we are seeking talented individuals who are passionate about joining us on this growth journey. This is an excellent opportunity to become a key member of our dynamic team and play an integral role in our rapid expansion!

Position Summary:
The Senior Specialist – Call Center Operations is a key role responsible for overseeing the day-to-day operations of a high-performing call center team. This role requires excellent leadership, strong communication, and problem-solving skills. The ideal candidate will have a background in managing customer support services, with a preference for candidates who also have experience in data center operations, including technical support, monitoring, and troubleshooting.

The Senior Specialist will lead a team of agents, ensuring that customer queries are handled efficiently, and that service delivery standards are met or exceeded. This role also involves data analysis, performance monitoring, and process optimization, ensuring that the call center runs smoothly, efficiently, and with a high level of customer satisfaction.

Key Responsibilities:

1. Call Center Operations Management:
   Oversee the daily operations of the call center, ensuring that all agents are meeting performance targets and providing high-quality service to customers.
   Develop and implement strategies to improve customer service delivery, reduce response times, and enhance agent productivity.
   Supervise a team of call center agents, ensuring that they follow proper procedures and deliver exceptional service in every interaction.
   Handle escalated customer complaints and issues, ensuring resolution in a timely and professional manner.
   Coordinate with other departments (e.g., technical support, data center, IT, etc.) to address customer needs and resolve complex issues.
   Ensure compliance with company policies, industry regulations, and best practices in customer service.
2. Leadership and Team Development:
   Lead, mentor, and motivate a team of call center agents to meet and exceed individual and team KPIs and goals.
   Provide regular feedback, coaching, and performance evaluations for team members, identifying areas for improvement and supporting their professional development.
   Organize and facilitate regular team meetings and training sessions to enhance agent skills, improve product knowledge, and increase team cohesion.
   Ensure effective scheduling, shift management, and coverage, minimizing downtime and optimizing team efficiency.
3. Reporting and Performance Monitoring:
   Monitor key performance indicators (KPIs) such as call volume, response times, customer satisfaction, and agent performance.
   Analyze data and generate reports to track team performance, identify trends, and implement corrective actions as needed.
   Prepare regular reports on call center performance, including metrics related to customer service, operational efficiency, and employee productivity.
   Collaborate with management to assess resource needs, adjust workflows, and optimize the use of call center technologies.
4. Process Improvement and Quality Assurance:
   Continuously evaluate and refine call center processes to ensure that service levels are maintained or improved.
   Conduct quality assurance reviews, including call monitoring and auditing, to assess agent performance and identify opportunities for improvement.
   Implement customer service best practices and ensure agents are trained on new technologies, processes, or systems.
   Ensure all operational issues (technical or process-related) are addressed quickly and efficiently.
5. Data Center and Technical Support (Advantageous):
   Knowledge of data center operations is highly desirable, with an understanding of technical issues such as server performance, network outages, and system troubleshooting.
   Provide support for technical escalations, especially for customers experiencing data center or IT-related issues.
   Collaborate with IT and Data Center teams to troubleshoot complex issues affecting customers, ensuring effective communication and problem resolution.
   Understand and convey technical information to customers clearly and concisely, particularly in cases involving data center downtime or service disruptions.

Qualifications:

Education and Experience:
SPM/ Diploma / Bachelor’s degree in Business Administration, Information Technology, Communications, or a related field (preferred).
Minimum of 3-5 years of experience in a call center leadership role or customer service management.
Experience in a data center or IT operations environment is highly advantageous, particularly with regard to troubleshooting, service delivery, and technical support.
Proven track record of leading a team in a high-pressure, customer-focused environment.

Skills and Competencies:
Strong Communication Skills: Excellent verbal and written communication skills, with the ability to clearly communicate complex issues to customers and team members.
Leadership & Team Management: Strong leadership and mentoring skills with experience in managing, motivating, and developing teams.
Analytical Thinking: Ability to analyze data and derive actionable insights to improve performance and optimize processes.
Customer Service Focus: Strong customer service orientation with a focus on continuous improvement.
Technical Knowledge: Familiarity with call center software, CRM systems, and IT infrastructure is highly beneficial.
Problem-Solving: Ability to troubleshoot complex issues, particularly those that may involve IT or data center systems, and find solutions in a fast-paced environment.
Adaptability: Ability to adapt to changing priorities, technologies, and customer needs.
Conflict Resolution: Skilled in handling escalated customer issues, managing difficult situations, and delivering resolutions.

Technical Skills:
Proficiency in call center management software, CRM tools, and Microsoft Office Suite (Excel, PowerPoint, Word).
Familiarity with data center terminology, infrastructure, and basic IT support practices.
Knowledge of customer service analytics and reporting tools.

Additional Information:
Work Schedule: Must be flexible to work in shifts, including evenings, weekends, and holidays, depending on operational needs.
Physical Demands: Primarily office-based work, with occasional travel required for on-site team meetings or training.