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