Contact Centre Team Leader (Hybrid)

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

Benefits

• Company Discounts
• Birthday Leave
• Health Insurance
• Hybrid