Call Center Manager

Join DayOne – Shaping the Future of Data Infrastructure

DayOne is a global leader in the development and operation of high-performance data centers. As one of the fastest-growing companies in the industry, we’ve built a robust presence across Asia and Europe — and we’re just getting started.

As we expand into new international markets, we’re looking for talented, driven individuals to join us on this exciting journey. This is more than a job — it’s an opportunity to be a key contributor to our dynamic team and help shape the future of global data infrastructure.

If you're passionate about innovation, technology, and growth, we invite you to be part of DayOne’s next chapter.

Data Center Call Center Manager

Location

Johor Bahru, Malaysia

Reporting To

Senior Director, Customer Success

Position Summary

Data Center Call Center Manager is responsible for driving customer experience transformation across DayOne Data Centers through Call Center Management & Frontline Service Delivery.

The role serves as the owner of DayOne's customer experience governance framework, ensuring consistent service delivery, continuous improvement and operational excellence throughout the customer lifecycle.

Key Responsibilities

Call Center Management & Service Operations

Lead and manage DayOne regional call center operations to ensure efficient, high-quality customer support services.

Responsibilities

• Develop and execute Call Center strategy, roadmap, and operating model.
• Manage team’s daily operations including:
  • Ticket handling
  • Incident escalation
  • Smart Hands requests
  • Customer inquiries
  • Emergency communications
• Establish and monitor operational KPIs
• Conduct workforce planning and resource allocation.
• Lead call quality assurance and audit programs.
• Develop training and competency frameworks for customer-facing teams.
• Manage Business Continuity Planning (BCP) for customer support operations.
• Drive continuous process improvement and operational efficiency.
• Manage vendor relationships for call center technology and outsourcing services where applicable.

Leadership & Governance Responsibilities

• Manage and develop CSE team members.
• Define annual objectives, KPIs, and performance targets.
• Lead departmental budgeting and resource planning.
• Present customer experience insights to senior management.
• Drive cross-functional collaboration to improve overall customer outcomes.
• Foster a customer-centric culture across the organization.

Preferred Qualifications

Education

• Bachelor's Degree in Business Administration, Customer Experience, Information Systems, Engineering, or related disciplines.
• Master's Degree is an advantage.

Experience

• 8+ years in Customer Service, Customer Experience, Operations Management, or Customer Success.
• 3+ years in leadership or managerial roles.
• Experience leading Call Center or Customer Operations teams.
• B2B service industry, technology, telecommunications, or data center experience is highly preferred.
• Excellent communication and coordination skills

DayOne is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

If you're ready to grow with one of the fastest-moving companies in the data center industry, apply now and be part of our global journey.