{"id":3253875,"url":"https://alion.io/job/sj-group-senior-technical-executive-call-centre","title":"Senior Technical Executive (Call Centre)","company":{"id":2045194,"name":"SJ Group","domain":"sjgroup.com","url":"https://alion.io/company/sjgroup","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":47,"ghost_share":0,"stale_share":0.809,"repost_share":0,"time_to_fill_p50_days":38,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Singapore"],"countries":["SG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":35000,"max_usd":83000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1466},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2026-10-25T23:47:35Z","employer_posted_date":"2026-10-25","last_verified_at":"2026-10-30T19:59:25Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Senior Technical Executive (Call Centre)\nLead 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.\nKey Responsibilities\nLead, coach and support a team of call centre agents in a shift-based environment.\nMonitor call centre performance and ensure service levels and KPIs are consistently achieved.\nManage fault reporting, case logging, escalation handling and timely resolution with site teams.\nOversee multiple client hotlines, dashboards and contact centre systems.\nPrepare operational and performance reports for clients and management.\nDrive process improvements, digital initiatives and service excellence.\nRequirements\nDiploma or Degree in Facilities Management, Engineering, Business or related field.\nMinimum 3 years of call centre, helpdesk or operations centre experience.\nAt least 2 years of supervisory experience in a 24/7 or shift-based environment.\nExperience with contact centre platforms, ticketing systems or CMMS.\nStrong leadership, stakeholder management and problem-solving skills.\nProficient in Microsoft Excel; Power BI knowledge is an advantage.\nWhat We're Looking For\nA 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.\nAt Surbana Jurong, we put talent, hard work, teamwork and a fun workplace together to approach problems and solve them creatively and collaboratively. 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