Senior Technical Executive (Call Centre)

About the role

Surbana Jurong is looking for a Senior Technical Executive to lead the day-to-day operations of a 24/7 Facilities Management Call Centre, ensuring service excellence across multiple client hotlines. The role involves supervising a team of call centre agents, managing escalations, monitoring performance dashboards and driving continuous improvement 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.

Required profile

• Diploma or degree in Facilities Management, Engineering, Business or a 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.
• Strong leadership, stakeholder management and problem-solving skills.
• A hands-on, people-focused leader who thrives in a fast-paced environment and stays calm under pressure.

Required skills

• Experience with contact centre platforms, ticketing systems or CMMS.
• Proficiency in Microsoft Excel; Power BI knowledge is an advantage.