Senior Technical Executive (Call Centre)
Core
Lead day-to-day operations of a 24/7 Facilities Management Call Centre, supervising agents, managing escalations, and ensuring service excellence across multiple client hotlines.
Role type
Senior Team Lead / Operations Manager (Facilities Management Call Centre)
Builds
Service excellence and operational stability for multiple client hotlines
Domain
Facilities Management / Customer Operations
Deliverable
dashboards & analysis
Required skills
Team leadership, shift-based operations management, escalation handling, KPI monitoring, process improvement, stakeholder management, reporting, CMMS/ticketing systems proficiency
Preferred skills
Power BI, Microsoft Excel advanced
Responsibilities
Lead and coach 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.