Purpose of Role The Facility Manager is responsible for ensuring the StarZen GCC India contact center operates as a safe, secure, compliant and productive workplace around the clock. The role owns all aspects of office infrastructure, critical building systems, vendor relationships and workplace services that keep agent floors running without disruption.

The incumbent supervises third-party resources including the Maintenance Support Team (MST), housekeeping, security and front office staff. They safeguard business continuity for a high-density, multi-shift operation and act as the single point of accountability for facilities in India, reporting to the Facility Manager – Starlink Qatar.

Accountability & Responsibilities of Role

Facility Operations & Maintenance

- Oversee daily facility operations including HVAC, electrical systems, plumbing, lighting and general building maintenance across all shifts.
- Conduct regular facility inspections and floor walks to identify maintenance needs before they affect agent floors.
- Coordinate preventive maintenance schedules and plan repairs outside peak call hours to minimize downtime.
- Manage office layout, space planning, seat allocation and workstation assignments to optimize seat utilization for shift-based teams.
- Oversee furniture, fixtures and equipment (FF&E;) procurement, installation and maintenance, including agent workstations, ergonomic chairs and headset storage.
- Ensure office infrastructure supports contact center operations with minimal interruptions.

Critical Infrastructure & Business Continuity
- Ensure uninterrupted power through UPS systems, DG sets and backup arrangements, including fuel management, load testing and AMC oversight.
- Coordinate with IT and network teams on facility requirements for server/hub rooms, precision cooling, structured cabling and power redundancy.
- Maintain the facilities component of the Business Continuity Plan (BCP) and support disaster recovery drills.
- Set up escalation matrices and response times for critical failures (power, cooling, access control) affecting live operations.
- Plan and manage capacity for new client programs or headcount ramp-ups, including seat build-outs and fit-out works.

Vendor & Third-Party Resource Management
- Supervise and manage third-party resources on payroll including MST, housekeeping, security and front office/reception staff.
- Plan shift rosters for facility staff so every operating shift, including nights and weekends, has adequate coverage.
- Conduct daily/weekly briefings with facility staff to communicate priorities, address issues and ensure service quality.
- Monitor vendor performance against SLAs, conduct regular quality audits and address performance gaps.




- Manage vendor contracts, renewals and negotiations in coordination with procurement and finance teams.
- Process vendor invoices, track facility-related expenses and maintain accurate records.
- Source and onboard new vendors as needed for specialized services (pest control, deep cleaning, technical repairs, etc.).

Employee Transport & Night Shift Safety
- Manage employee transport services for shift staff, including cab vendor management, routing, pick-up/drop schedules and SLA compliance.
- Ensure safe transport arrangements for employees working night shifts, including women employees, in line with applicable state regulations and company policy.
- Monitor transport-related incidents and complaints and drive corrective actions with vendors.

Health, Safety & Security Management
- Ensure the office workplace complies with all health, safety and security regulations and standards.
- Implement and maintain fire safety protocols, emergency evacuation plans and conduct regular fire drills covering all shifts.
- Manage security systems including CCTV, access control, intrusion detection and visitor management systems.
- Coordinate with security staff to maintain 24/7 security coverage and incident response protocols.
- Enforce clean desk and restricted-access policies on production floors to support client data security requirements.
- Maintain first aid facilities, firefighting equipment and ensure safety equipment is inspected and certified.
- Respond to emergencies, coordinate with authorities and document incidents as required.
- Conduct safety inductions for new employees and periodic safety awareness programs.

Front Office Oversight
- Supervise front office and reception staff to ensure a professional and welcoming experience for visitors, clients and guests.
- Ensure visitor registration, access control and badge issuance follow security protocols.
- Oversee meeting and training room bookings, setup and availability of AV equipment and refreshments.
- Oversee courier services, mail distribution and package handling.

Hygiene & Workplace Standards
- Maintain the highest standards of cleanliness and hygiene across agent floors, workstations, common areas, restrooms and pantries.
- Oversee housekeeping operations including shift-wise cleaning schedules, workstation and headset sanitization, deep cleaning programs and waste management.




- Ensure washrooms are well-maintained, adequately stocked with supplies and cleaned multiple times daily.
- Manage pest control services and ensure the office remains pest-free at all times.
- Monitor indoor air quality, temperature control, lighting and acoustic comfort on production floors.
- Implement green initiatives and sustainable practices for waste segregation, e-waste disposal, recycling and energy conservation.

Compliance & Administrative Management
- Ensure compliance with all statutory requirements including building permits, fire NOC, Shops & Establishments registration, night-shift permissions and municipal regulations.
- Ensure contract labour deployed through vendors complies with applicable labour law requirements, including statutory records and payments.
- Support client, ISO and internal audits with facility-related evidence and documentation.
- Maintain comprehensive documentation including contracts, warranties, AMC agreements and inspection reports.
- Manage facility-related insurance policies and claims in coordination with the insurance team.
- Coordinate with building management/landlord for lease-related matters, maintenance support and common area services.
- Maintain asset registers for facility equipment and furniture, and conduct periodic physical verification.
- Prepare monthly facility reports including incident logs, uptime, maintenance activities and vendor performance metrics for the Facility Manager – Starlink Qatar.

Employee Services & Amenities
- Manage pantry and cafeteria services for all shifts, including tea/coffee supplies, snacks, vending and kitchen equipment maintenance.
- Manage break-out, rest and recreation areas for agents.
- Coordinate office events, celebrations and employee engagement activities from a logistics perspective.
- Manage stationery supplies, office equipment and ensure timely replenishment of consumables.
- Handle employee facility-related requests and grievances, ensuring prompt resolution through a ticketing or helpdesk process.
- Support HR with new employee and batch onboarding logistics including workstation setup, access cards and facility orientation.

Budgeting & Cost Management
- Develop and manage the annual facility operations budget in coordination with the finance team.
- Track facility expenses, including cost per seat, identify cost-saving opportunities and implement efficiency measures.
- Obtain competitive quotations for facility services and negotiate favourable terms with vendors before passing them on to the procurement team.
- Monitor utility consumption (electricity, water, diesel) and implement conservation measures to reduce costs.

📌 Facilities Manager (Gurugram)
🏢 StarZen
📍 Gurugram