Senior Technical Executive (Call Centre)
Lead the day-to-day operations of a 24/7 Facilities Management Call Centre, ensuring service excellence across multiple client hotlines. You'll supervise a team of call centre agents, manage escalations, monitor performance dashboards, and drive continuous improvements in service quality and customer experience.
Key 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.
Requirements
- 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.
What We're Looking For
A hands-on, people-focused leader who thrives in a fast-paced environment, stays calm under pressure, and is passionate about delivering exceptional service while developing and supporting their team.
At Surbana Jurong, we put talent, hard work, teamwork and a fun workplace together to approach problems and solve them creatively and collaboratively. Join us in making a positive impact on the world!