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! Activate your Personal Job Alerts Activate your Personal Job Alerts now and you will be notified of opportunities as soon as they are advertised. Current SJ Employees If you are a current SJ employee, please apply for available positions in the Group by using the Internal Career Site SJ is a diverse collective of problem solvers for the built environment, continually reimagining ways to create a smart and sustainable future. Headquartered in Singapore, the group has a global talent pool of 16,000 in its member companies AETOS, Atelier Ten, B+H, CHIL, KTP, Prostruct, Robert Bird Group, SAA, SMEC and Surbana Jurong, based in more than 120 offices in over 40 countries. They include architects, designers, planners, engineers, facilities managers and other specialists driven by progressive thinking and creative ideas to shape a better future. Its technical experts deliver sustainable solutions that cover the entire project life cycle from planning and design, through to delivery and management, as well as a full suite of multidisciplinary consultancy services across a diverse range of sectors including transportation, water, aviation, healthcare, hospitality and renewables. A global urban, infrastructure and managed services consulting firm with over 70 years of track record in successful project delivery, SJ has built more than a million homes in Singapore, created master plans in more than 60 countries and developed over 100 industrial parks globally. SJ is #23 in Engineering News-Record’s 2023 Top 225 International Design Firms, #14 in World Architecture 100 2024, and Asia Pacific FM Technology Provider of the Year 2022, awarded by International Facility Management Association.

Senior Technical Executive (Call Centre).

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