Customer Care Team Leader

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.

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