Head of 24/7 Facilities Call Centre Operations

SJ Group; Singapore; On-site; SGD 47,000 - 71,000; Full time

Job summary

SJ Group is seeking a hands-on leader to run a 24/7 Facilities Management Call Centre, ensuring service excellence across multiple client hotlines. You will supervise a team of agents, handle escalations, and drive improvements in performance and customer experience.

The role focuses on coaching staff, monitoring KPIs, and delivering timely fault resolution while coordinating with site teams and clients. A dynamic, people-first leader suited to a fast-paced environment is essential.

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.

Skills

Leadership

Stakeholder management

Problem-solving

Education

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

Tools

CMMS

Contact Centre Platforms

Microsoft Excel

Power BI

Job description

SJ Group is seeking a hands-on leader to run a 24/7 Facilities Management Call Centre, ensuring service excellence across multiple client hotlines. You will supervise a team of agents, handle escalations, and drive improvements in performance and customer experience.

The role focuses on coaching staff, monitoring KPIs, and delivering timely fault resolution while coordinating with site teams and clients. A dynamic, people-first leader suited to a fast-paced environment is essential.