Our client, a reputable insurance company based in Malta, is seeking a dedicated Contact Center Team Lead to join their dynamic team. The Contact Centre Team Lead plays a key role in overseeing the daily operations of the contact centre team, ensuring high-quality customer service delivery and achievement of operational targets. This position supervises agents, monitors performance, handles escalations, and supports continuous improvement. If you are ready to take the next step in your leadership career within a thriving industry, please apply today for this Malta based role.
MAIN DUTIES AND RESPONSIBILITIES
- Act as a reference point for call centre agents, providing leadership and support.
- Supervise and manage team performance against KPIs.
- Monitor real-time operations using systems such as Genesys.
- Handle escalated customer interactions.
- Provide coaching and performance feedback.
- Manage schedules, attendance, and adherence.
- Analyse performance data and implement improvements.
- Prepare reports for management.
- Assist in training and onboarding staff.
CANDIDATE PROFILE
- At least 2–3 years call centre experience.
- Supervisory experience is an asset.
- Proficiency in Microsoft Office.
- Experience with Genesys is a strong asset.
- Excellent communication skills.
- Strong problem-solving abilities.
- Ability to work under pressure.
- Analytical and organisational skills.
Due to the high volume of applications, we receive at GRS Recruitment, only shortlisted candidates will be responded to.
