24/7 Call Centre Operations Leader

surbanajurong; Singapore; On-site; SGD 50,000 - 78,000; Full time

Job summary

Surabana Jurong is seeking a Senior Technical Executive to lead the 24/7 Facilities Management Call Centre operations in Singapore. You will supervise a team of call centre agents, handle escalations, monitor performance dashboards, and drive continuous improvements in service quality and customer experience.

You will oversee multiple client hotlines and related systems, generate client reports, and champion digital initiatives to enhance service excellence.

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.

Education

Diploma or Degree in Facilities Management, Engineering, Business or related field

Tools

Microsoft Excel

Power BI

Job description

Surabana Jurong is seeking a Senior Technical Executive to lead the 24/7 Facilities Management Call Centre operations in Singapore. You will supervise a team of call centre agents, handle escalations, monitor performance dashboards, and drive continuous improvements in service quality and customer experience.

You will oversee multiple client hotlines and related systems, generate client reports, and champion digital initiatives to enhance service excellence.