Customer Care Team Leader (South of Malta - On Premises)

Our client, operating within the transportation sector, is seeking to recruit a Customer Care Team Leader to join their team.

The primary purpose of this role is to oversee the daily running of the contact center team.

Salary: € 21,814 gross per year 

Responsibilities:

• Handling of customers’ calls/messages/queries via different channels when required.
• Dealing with complaints and executive complaints – Ministry/PA/Managing Director/ TM when required.
• Coaching and development of Customer Care agents.
• Monthly calls and emails grading (quality checks).
• Speed coaching.
• Checking and approving of alert back-end system.
• Preparing shift rosters for the customer care agents.
• Managing leave, absenteeism, and break times of the team.
• Handling of agents` issues and problem solving.
• Working on a shift basis.
• Any other duties related to the job position that may be required depending on the exigencies of the business at the time.

Requirements:

• Ordinary level of education in Maltese and English, and preferably in Mathematics
• At least 1 year work experience as a Customer Care Agent
• Self-confidence
• Developing others
• Managing others
• Attention to Detail      
• Analysing and solving problems
• Self-motivated
• Proficient use of MS applications
• Coaching, time-management, organisational and development skills
• Think outside the box and go the extra mile for the customer

Schedule (shift-based):

• On a Shift basis Monday to Sunday with two days off per week 
• Shift from 7AM till 7PM 2 days in, 2 days out, Monday to Sunday
• Two off days which can be during weekend or weekdays