24/7 Call Centre Lead - Operations & Service Excellence

Surbana Jurong Consultants Pte Ltd; Singapore; On-site; SGD 40,000 - 70,000; Full time

Job summary

Surbana Jurong Consultants Pte Ltd in Singapore is seeking a Senior Technical Executive (Call Centre) to lead the day-to-day operations of a 24/7 Facilities Management Call Centre, ensuring service excellence across multiple client hotlines.

You will supervise a team of call centre agents, monitor performance dashboards, manage escalations, and drive continuous improvements in customer experience and service quality.

Qualifications

• Diploma or Degree in Facilities Management, Engineering, Business or related field.
• Minimum 3 years of call centre, helpdesk or operations centre experience.
• At least 2 years of supervisory experience in a 24/7 or shift-based environment.
• Experience with contact centre platforms, ticketing systems or CMMS.
• Strong leadership, stakeholder management and problem-solving skills.
• Proficient in Microsoft Excel; Power BI knowledge is an advantage.

Responsibilities

• Lead, coach and support a team of call centre agents in a shift-based environment.
• Monitor call centre performance and ensure service levels and KPIs are consistently achieved.
• Manage fault reporting, case logging, escalation handling and timely resolution with site teams.
• Oversee multiple client hotlines, dashboards and contact centre systems.
• Prepare operational and performance reports for clients and management.
• Drive process improvements, digital initiatives and service excellence.

Skills

Leadership

Team coaching

Customer service

Process improvement

Education

Facilities/Engineering/Business degree

Tools

CMMS

Microsoft Excel

Power BI

Job description

Surbana Jurong Consultants Pte Ltd in Singapore is seeking a Senior Technical Executive (Call Centre) to lead the day-to-day operations of a 24/7 Facilities Management Call Centre, ensuring service excellence across multiple client hotlines.

You will supervise a team of call centre agents, monitor performance dashboards, manage escalations, and drive continuous improvements in customer experience and service quality.