Job Description

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 JobsinMalta

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