24/7 Facilities Call Centre Leader – Elite Service

smm pte. ltd.

Singapore

Sur place

SGD 60 000 - 100 000

Plein temps

Il y a 2 jours

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Résumé du poste

smm pte. ltd. in Singapore seeks a hands-on leader to run a 24/7 Facilities Management Call Centre.

You will supervise a team of call centre agents, handle escalations, and drive continuous improvements in service quality and customer experience. You will monitor performance, manage dashboards, prepare client reports, and collaborate with site teams to ensure service levels meet client expectations. This role requires strong leadership, shift-based supervision, and experience with CMMS or

Qualifications

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.

Responsabilités

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.