Assistant Manager Fault Management Center

ENGIE Group; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading utilities company in Singapore is seeking a team leader for their Fault Management Center. The successful candidate will manage daily operations, ensuring team effectiveness and customer satisfaction. Applicants should have at least three years of experience in Helpdesk operations, possess strong leadership and communication skills, and have a proactive mindset. This position offers the opportunity to lead and develop a committed team in a fast-paced environment.

Qualifications

• At least three years of relevant experience in Helpdesk/Call Centre operations and management.
• Able to work independently and possess good interpersonal skills.
• Good verbal and written communication skills.

Responsibilities

• Lead and manage the Fault Management Center team to ensure smooth operations.
• Schedule manpower and ensure minimum manning requirements are met.
• Create, analyse, and present operational reports to management.

Skills

Leadership

Interpersonal skills

Communication skills

Organisational skills

Proactiveness

Education

Tertiary or diploma qualification

Job description

Job Description

• Lead and manage the Fault Management Center (FMC)team, including FMC Team Leaders and Operators, to ensure smooth daily operations.
• Schedule manpower and ensure minimum manning requirements are consistently met.
• Train, guide, and equip team members with up-to-date knowledge of processes and procedures.
• Ensure updates to contact lists and related documentation are carried out promptly.
• Monitor all outstanding tickets, identify those pending closure, and follow up for timely updates.
• Create, analyse, and present operational reports to management and stakeholders.
• Manage customer relationships and coordinate with internal teams as required.
• Oversee manpower allocation and support operational planning.
• Perform backup or download of recordings when required.
• Handle any ad-hoc tasks assigned by superior.

Job Requirements

• At least a tertiary or diploma qualification.
• At least three (3) years of relevant experience in Helpdesk/Call Centre operations and management.
• Able to work independently and possess good interpersonal skills.
• Good verbal and written communication skills.
• Proactive, able to work with minimal supervision, and able to perform under pressure.
• Service-oriented mindset with a high level of initiative and integrity.
• Building and M&E knowledge is preferred.
• Strong leadership qualities with good planning and organisational skills.
• Has a good safety mindset and displays good WSH behaviour