Job Description :
- Lead and manage the Fault Management Center (FMC)team, including FMC Team Leaders and Operators, to ensure smooth daily operations.
- Schedule manpower and ensure minimum manning requirements are consistently met.
- Train, guide, and equip team members with up-to-date knowledge of processes and procedures.
- Ensure updates to contact lists and related documentation are carried out promptly.
- Monitor all outstanding tickets, identify those pending closure, and follow up for timely updates.
- Create, analyse, and present operational reports to management and stakeholders.
- Manage customer relationships and coordinate with internal teams as required.
- Oversee manpower allocation and support operational planning.
- Perform backup or download of recordings when required.
- Handle any ad-hoc tasks assigned by superior.
Job Requirements:
- At least a tertiary or diploma qualification.
- At least three (3) years of relevant experience in Helpdesk/Call Centre operations and management.
- Able to work independently and possess good interpersonal skills.
- Good verbal and written communication skills.
- Proactive, able to work with minimal supervision, and able to perform under pressure.
- Service-oriented mindset with a high level of initiative and integrity.
- Building and M&E knowledge is preferred.
- Strong leadership qualities with good planning and organisational skills.
- Has a good safety mindset and displays good WSH behaviour
At ENGIE, every talent has a role to play in accelerating the energy transition. Make a difference and enjoy a fulfilling professional experience. Take on exciting challenges and build a career path that reflects who you are.
Join us and be part of the adventure of the century!
