Team Leader Customer Care

Malta Public Transport is looking for a motivated Team Leader to join our Customer Care. This role is key to ensuring the smooth day-to-day operations of the contact centre, supporting both the team and customers. If you’re passionate about delivering excellent service, coaching others, and thrive in a dynamic, customer-focused environment, this is the ideal opportunity for you!

Main Responsibilities include but are not limited to:

• Handling of customers’ calls, messages and queries across different communication channels as needed.

• Handle customer complaints, including escalated cases from ministries, public authorities, the Managing Director, or Transport Malta.

• Provide coaching, training, and ongoing development support to Customer Care agents.

• Conduct monthly quality checks by reviewing and grading calls and emails.

• Deliver real-time feedback through speed coaching to improve performance.

• Prepare and manage shift rosters for the Customer Care team.

• Preparing shift rosters for the customer care agents.

• Oversee team attendance, including managing leave, absenteeism, and break schedules.

• Address and resolve issues raised by agents, providing guidance and support.

• Work on a rotating shift basis as required.

• 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.

• 1 year` work experience as a Customer Care Agent at MPT will be preferred.

• Demonstrates confidence in decision-making and leading a team.

• Skilled in supporting and developing others to reach their potential.

• Proven ability to manage and motivate team members effectively.

• Strong attention to detail with a focus on accuracy and quality.

• Able to analyse problems and identify practical, effective solutions.

• Self-motivated with a proactive approach to daily tasks and challenges.

• Proficient in the use of Microsoft Office applications.

• Well-developed coaching, time management, and organisational skills.

• Customer-focused mindset with the ability to think creatively and go the extra mile.