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

Full-time Staff Benefits 全職員工福利

• 13-month payment / Gratuity 年終雙糧/約滿酬金
• Marriage/Examination/Conservation/CSR Leave 結婚/考試/義工/保育假期
• Ocean Park and Water World Complimentary Tickets 海洋公園及水上樂園免費入場劵
• Staff In-Park Discounts 員工購票/購物折扣
• Staff Canteen 職員餐廳
• Staff Social Club 職員聯誼會
• Medical Insurance (Hospitalization & Outpatient) 醫療福利 (包括住院及門診)
• 14 days Paid Leave 14天有薪假期
• 17 days Public Holiday 17天公眾假期

For application and enquiry 申請及查詢

招聘網站 Career website: https://careers.oceanpark.com.hk/en/job-openings/job-search-result/?SUBDEPT3=30

WhatsApp: 5208 3805

Applicants not contacted within six weeks may consider their application unsuccessful. Personal data collected will be used for recruitment-related purpose only.

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