Assistant Manager - Helpdesk

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

Job summary

A key player in energy transition in Singapore is looking for a team leader to manage the Fault Management Center. This role involves leading a team, ensuring operational efficiency, and maintaining strong customer relationships. Candidates should have at least 3 years of experience in Helpdesk/Call Centre management, possess strong leadership qualities, and have good communication skills. The ideal candidate will be proactive and service-oriented, ready to take on new challenges in a dynamic environment.

Qualifications

• At least 3 years of relevant experience in Helpdesk/Call Centre operations and management.
• Service-oriented mindset with a high level of initiative and integrity.
• Strong knowledge in Building and M&E preferred.

Responsibilities

• Lead and manage the Fault Management Center (FMC) team.
• Schedule manpower to meet minimum manning requirements.
• Create, analyse, and present operational reports to management.

Skills

Leadership

Interpersonal skills

Communication (verbal and written)

Proactive approach

Ability to work independently

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!