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.