Our client is looking to onboard a Contact Centre Team Leader to oversee the day-to-day operations of the contact centre, ensuring the delivery of exceptional customer service while meeting operational objectives and performance targets. This role provides leadership and guidance to contact centre agents, manages team performance, resolves escalated customer matters, and contributes to ongoing process and service improvements.
Responsibilities
Serve as the primary point of support and guidance for contact centre agents, fostering a positive and high-performing team environment
Monitor and manage individual and team performance in line with established KPIs and service standards
Oversee real-time operational activities using platforms such as Genesys to ensure optimal service levels and resource allocation
Handle and resolve complex or escalated customer enquiries professionally and efficiently
Provide regular coaching, mentoring, and constructive feedback to support employee development and performance improvement
Manage staff scheduling, attendance, and adherence to operational requirements
Analyse operational and performance data to identify trends, recommend improvements, and enhance overall efficiency
Prepare and present operational and performance reports to management
Support recruitment, onboarding, and training initiatives for new and existing team members
Requirements
Minimum of 2–3 years experience in a Call Centre or a similar environment
Previous supervisory or team leadership experience is considered an asset
Strong proficiency in Microsoft Office applications
Experience using Genesys or similar contact centre platforms is highly desirable
Excellent verbal and written communication skills in both Maltese & English
Strong problem-solving and decision-making abilities
Ability to perform effectively in a fast-paced, high-pressure environment
Strong analytical, organisational, and time-management skills
Customer Service Jobs in Malta include roles that link the customer to the organisation, and ensure customer satisfaction with the product or service received. Jobs in customer service include customer support, front office, technical support and call centre roles.
