Maintenance Call Centre Supervisor

Responsibilities

(Long-term Contract)

• Lead and supervise the daily operations, including roaster planning, task allocation, and coaching Call Centre Operators
• Handle incoming facility maintenance requests and create, update, and route work orders accurately through the MAXIMO system
• Act as the initial point of escalation for complex enquiries, persistent technical issues, or escalated customer complaints
• Liaise with engineering teams to monitor repair progress and provide timely status updates
• Oversee and handle work order closures, user handovers, and call logging record accuracy to ensure service quality and customer satisfaction
• Monitor overall operational performance, call metrics, and work order completion rates, and prepare regular operational reports for senior manager

Requirements

• Form 5 / DSE or above
• With at least 2 years' experience in a call centre, customer service, or helpdesk environment, and proven supervisory or team-lead experience, preferably within facilities management, building services, or technical support
• Proven experience in team supervision, workflow coordination, quality monitoring, and handling complex escalations
• Able to drive and lead regular progress meetings with management and technical stakeholders
• Strong interpersonal and conflict-resolution skills, with the ability to liaise seamlessly between non-technical end-users, internal management, and technical the FMD repair teams
• Highly organized, analytical, and detail-oriented, with the ability to manage shift schedules and multi-task under pressure
• Proficient in MS Office applications (Excel, PowerPoint, Word) with Chinese and English word processing skills
• Good command of spoken and written English and Chinese (fluent Cantonese required)
• Willingness to work flexible shift patterns, including weekends and public holidays