The Customer Care Team Leader oversees the daily operations of the contact centre team, ensuring excellent service delivery, effective team management, and consistent adherence to quality standards.
Handle customer calls, messages, and queries across multiple channels when required.
Manage complaints, including escalated or executive-level complaints.
Coach, mentor, and develop Customer Care agents to enhance performance.
Conduct monthly quality checks on calls and emails, providing feedback to the team.
Deliver speed coaching and monitor service efficiency.
Check and approve the back-end alert system as needed.
Prepare shift rosters and manage leave, absenteeism, and break schedules.
Address and resolve team issues, supporting problem-solving and performance.
Work on a shift basis as required.
Perform any additional duties related to the role depending on business needs.
Ordinary level education, including Maltese and English; Mathematics is advantageous.
At least 1 year of experience as a Customer Care Agent is preferred.
Self-confidence
Developing others
Managing others
Attention to detail
Problem analysis and resolution
Self-motivated
Proficient use of MS applications
Coaching, time-management, organisational, and development skills
Creative thinking and a commitment to going the extra mile for the customer
Take the lead in a dynamic customer care environment, guiding and developing a high-performing team while delivering exceptional service. This role offers opportunities to grow your leadership skills, make a meaningful impact, and shape the customer experience.
Outreach Recruitment is a startup recruitment agency made up from a combination of expertise in various industries that have come together to support the local market in finding PEOPLE to join their teams. Our aim is to connect quality PEOPLE to businesses in order to support the growth for both.
All the Partners at Outreach Recruitment have in past, worked closely with several potential clients and have identified a strong need in the quality of PEOPLE in most local industries. We have partnered up with experts in various parts of the world in order to filter well quality PEOPLE that can become part of the Maltese community and workforce.
Outreach Recruitment – The PEOPLE Company has been founded by 4 partners on the specific core values after
several years working apart in various industries on the island of Malta and Internationally.
We commonly share values of INTEGRITY, RESPECT, INTEGRATION & FAIRNESS and we consider them as the pillars of
our PEOPLE Company.
We genuinely and strongly believe that we can be the connection between talented PEOPLE and local business for both to grow in a country that is developing at a very fast rate.
