Our client is looking to recruit a Customer Care Team Leader to join their team.
Our client is seeking a motivated and customer-focused Customer Care Team Leader to oversee the daily operations of the Contact Centre. The successful candidate will be responsible for leading and supporting the Customer Care team, ensuring excellent service delivery, maintaining quality standards, and driving team performance.
Main Duties & Responsibilities:
- Supervise the day-to-day operations of the Customer Care team and provide support where required.
- Handle customer enquiries, complaints, and escalated cases across multiple communication channels.
- Coach, mentor, and develop Customer Care Agents to enhance performance and service quality.
- Conduct regular quality monitoring, including call and email evaluations, and provide constructive feedback.
- Prepare and manage staff shift rosters, leave requests, attendance, and break schedules.
- Monitor team performance and address operational issues in a timely and effective manner.
- Approve and manage back-office system alerts and related administrative tasks.
- Promote continuous improvement by identifying opportunities to enhance customer experience and operational efficiency.
- Work on a shift basis and undertake additional duties as required to support business operations.
Requirements:
- A minimum Ordinary Level standard of education in English and Maltese. A qualification in Mathematics will be considered an asset.
- Previous experience in a customer service or contact centre environment, preferably in a supervisory or team leadership role.
- Strong leadership, coaching, and people management skills.
- Excellent communication, organisational, and time management abilities.
- Strong problem-solving skills with a customer-focused mindset.
- Proficiency in Microsoft Office applications.
- Ability to work under pressure, prioritise workloads, and motivate a team to achieve service excellence.
This is a dynamic and active role within the company. An opportunity to work within a supportive team in a well-established company! Interested? Apply today!
If the above roles are not for you but know someone who might be interested, refer a friend to StreetHR and receive up to €300 upon successful placement. Terms and Conditions apply. Speak to us for more information on careers@streethr.com.mt