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!
Skills Required
- Diploma or degree in Facilities Management, Engineering, Business, or a related field
- At least 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
- Proficiency in Microsoft Excel
- Knowledge of Power BI
What We Do
Surbana Jurong and our member companies are a global multidisciplinary consultancy group with more than 120 offices in over 40 countries. We are architects, designers, planners, engineers and other specialists, driven by progressive thinking to create a better built environment. We are united in our mission of Building Cities, Shaping Lives. By designing and delivering quality housing, workspaces, roads, rail, hydropower, dams, underground and coastal protections and other critical infrastructure, we are creating smart and sustainable spaces where communities and businesses, present and future, can thrive. With over 70 years’ experience delivering projects worldwide, we see every project as an opportunity for us to fulfil aspirations and enrich lives. Join us, and join a culture of innovation, passion for problem-solving and commitment to shaping a better future.
