Maintenance Call Centre Lead – Flexible Shifts

Ocean Park Corporation; Hong Kong; On-site; HKD 201,000 - 223,000; Full time

Job summary

Ocean Park Corporation in Hong Kong is seeking a supervisor for its long-term contract Call Centre and Facilities Support team. You will lead daily operations, roaster planning, and coaching of Call Centre Operators while coordinating with maintenance and engineering staff to ensure timely work orders and high service standards.

The role requires a minimum Form 5 / DSE, at least 2 years in call centre or helpdesk with supervisory experience, strong English and Cantonese, and willingness to work

Qualifications

• Minimum Form 5 / DSE or above.
• At least 2 years in a call centre, customer service, or helpdesk, with supervisory or team-lead experience.
• Experience in team supervision, workflow coordination, quality monitoring, and handling complex escalations.
• Ability to lead regular progress meetings with management and technical stakeholders.
• Strong interpersonal and conflict-resolution skills; liaise between non-technical users, management, and repair teams.
• Highly organized, analytical and detail-oriented; manage shift schedules and multi-task under pressure.
• Proficient in MS Office (Excel, PowerPoint, Word) with English and Chinese word processing; Cantonese fluent.
• Good command of English and Cantonese (fluent Cantonese required).
• Willingness to work flexible shift patterns, including weekends and public holidays.

Responsibilities

• Lead and supervise daily operations, including roaster planning, task allocation, and coaching Call Centre Operators
• Handle incoming facility maintenance requests and create, update, and route work orders accurately through the MAXIMO system
• Act as the initial point of escalation for complex enquiries, persistent technical issues, or escalated customer complaints
• Liaise with engineering teams to monitor repair progress and provide timely status updates
• Oversee and handle work order closures, user handovers, and call logging record accuracy to ensure service quality and customer satisfaction
• Monitor overall operational performance, call metrics, and work order completion rates, and prepare regular operational reports for senior manager

Skills

Team supervision

Workflow coordination

Quality monitoring

Escalation handling

Interpersonal skills

Conflict resolution

Meetings leadership

Stakeholder liaison

Education

DSE or above

Tools

MS Office

Excel

PowerPoint

Word

Job description

Ocean Park Corporation in Hong Kong is seeking a supervisor for its long-term contract Call Centre and Facilities Support team. You will lead daily operations, roaster planning, and coaching of Call Centre Operators while coordinating with maintenance and engineering staff to ensure timely work orders and high service standards.

The role requires a minimum Form 5 / DSE, at least 2 years in call centre or helpdesk with supervisory experience, strong English and Cantonese, and willingness to work