The Customer Care Team Leader is responsible for overseeing the day-to-day operations of the Contact Centre, ensuring the delivery of exceptional customer service while supporting, coaching, and developing the Customer Care team to achieve operational and quality objectives.

Key Responsibilities

• Oversee the daily operations of the Contact Centre team, ensuring service levels and performance targets are consistently achieved.
• Handle customer calls, messages, and enquiries across multiple communication channels when required.
• Manage customer complaints, including escalated and executive-level complaints received through the Ministry, Public Authority, Managing Director, and other relevant stakeholders, as required.
• Coach, mentor, and develop Customer Care Agents to enhance performance, knowledge, and professional growth.
• Conduct monthly quality assessments through call and email monitoring, providing constructive feedback and identifying areas for improvement.
• Deliver regular speed coaching sessions to improve service quality and operational efficiency.
• Review and approve alerts within the back-end systems, ensuring accuracy and compliance with internal procedures.
• Prepare and manage shift rosters to ensure appropriate staffing levels at all times.
• Monitor and manage team attendance, leave requests, absenteeism, and break schedules.
• Address day-to-day employee concerns, resolve operational issues, and foster a positive and productive working environment.
• Work on a shift basis as required by business operations.
• Perform any other duties related to the role as may be required to meet business needs.

Qualifications

• Ordinary Level standard of education in Maltese and English is required. A qualification in Mathematics will be considered an asset.

Experience

• Previous experience of at least one year in a Customer Care role is considered an advantage.
• Previous experience in a supervisory or team leadership role within a customer service environment will be considered an asset.

Core Competencies

• Strong leadership and people management skills.
• Ability to coach, motivate, and develop team members.
• Excellent communication and interpersonal skills.
• High level of self-confidence and self-motivation.
• Strong problem-solving and analytical abilities.
• Excellent attention to detail and commitment to quality.
• Effective organisational, planning, and time management skills.
• Proficiency in Microsoft Office applications.
• Ability to think creatively, demonstrate initiative, and identify opportunities for continuous improvement.
• Customer-focused mindset with a commitment to delivering exceptional service and going the extra mile for customers.
• Ability to work effectively under pressure and adapt to changing business priorities.