Senior Facilities Call Centre Leader

Surbana Jurong

Singapore

On-site

SGD 72,000 - 98,000

Full time

2 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Surbana Jurong in Singapore is seeking a Senior Technical Executive (Call Centre) to lead the day-to-day operations of a 24/7 Facilities Management Call Centre, ensuring service excellence across multiple client hotlines. You will supervise a team of call centre agents, manage escalations and drive continuous improvements in service quality and customer experience.

You will monitor performance dashboards, maintain KPIs, and partner with site teams to resolve faults promptly.

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.