Our client, operating within the public 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:
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Handling of customers’ calls/messages/queries via different channels when required
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Dealing with complaints and executive complaints – Ministry/PA/Managing Director/ TM when required
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Coaching and development of Customer Care agents
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Monthly calls and emails grading (quality checks)
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Speed coaching
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Checking and approving of alert back-end system
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Preparing shift rosters for the customer care agents
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Managing leave, absenteeism, and break times of the team
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Handling of agents` issues and problem solving
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Working on a shift basis
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Any other duties related to the job position that may be required depending on the exigencies of the business at the time.
Requirements:
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Ordinary level of education in Maltese and English, and preferably in Mathematics
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At least 1 year work experience as a Customer Care Agent
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Self-confidence
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Developing others
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Managing others
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Attention to Detail
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Analysing and solving problems
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Self-motivated
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Proficient use of MS applications
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Coaching, time-management, organisational and development skills
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Think outside the box and go the extra mile for the customer
Schedule:
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Shift based job Monday to Sunday
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2 days in / 2 days out
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12 hours shift, from 7AM to 7PM