Job Description

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.