Job Description

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.

Main Duties

• 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.

Education / Qualifications

• Ordinary level education, including Maltese and English; Mathematics is advantageous.

Experience

• At least 1 year of experience as a Customer Care Agent is preferred.

Core Competencies

• 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

Why Apply?

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.