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.