Assistant Manager - Fault Management Center (FMC)

ENGIE South East Asia; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading energy transition company in Singapore is looking for a team leader for the Fault Management Center. Responsibilities include overseeing daily operations, managing a team, and ensuring effective customer relationships. Candidates should have a diploma or tertiary qualification, along with at least three years of experience in Helpdesk or Call Centre management. Strong leadership and interpersonal skills are essential. This role offers an opportunity to be part of an organization committed to making a difference in energy transition.

Qualifications

• Minimum of three years of experience in Helpdesk/Call Centre operations and management.
• Ability to work independently and perform under pressure.
• Strong integrity and initiative with a service-oriented mindset.

Responsibilities

• Lead and manage the Fault Management Center team.
• Ensure daily operations and minimum staffing levels are maintained.
• Analyze and present operational reports to management.

Skills

Interpersonal skills

Verbal communication

Written communication

Leadership qualities

Planning skills

Organisational skills

Service-oriented mindset

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

At ENGIE, every talent has a role to play in accelerating the energy transition. Make a difference and enjoy a fulfilling professional experience. Take on exciting challenges and build a career path that reflects who you are.

Join us and be part of the adventure of the century!