Outreach Recruitment
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About the Role
Outreach Recruitment is recruiting an experienced Contact Centre Team Leader to oversee the daily operations of a busy contact centre in Floriana, Malta. This full-time, on-site leadership role is based in a professional, growing insurance assistance organisation with excellent career development prospects.
You will be responsible for ensuring high-quality customer service delivery and consistent achievement of operational targets, while coaching and developing your team to perform at their best.
Key Responsibilities
- Serve as the primary point of support and guidance for all contact centre agents
- Supervise team performance against KPIs and service level standards
- Monitor real-time operations using Genesys or similar contact centre platforms
- Handle escalated customer interactions with professionalism and efficiency
- Provide regular coaching, training, and constructive performance feedback
- Manage agent schedules, attendance, and operational adherence
- Analyse performance data to identify trends and areas for improvement
- Prepare operational and performance reports for senior management
- Support the onboarding and training of new team members
- Foster a positive, customer-focused, and high-performance team culture
Requirements
- Minimum 2–3 years of contact centre or customer support experience
- Previous supervisory or team leadership experience
- Proficiency in Microsoft Office applications
- Experience with Genesys or similar contact centre management systems (strong advantage)
- Excellent verbal and written communication skills
- Strong analytical, organisational, and problem-solving capabilities
- Ability to perform under pressure in a fast-paced environment
- Demonstrated leadership and interpersonal skills
What’s on Offer
- Competitive remuneration package based on experience
- Career development and progression opportunities
- Collaborative and supportive working environment
About Outreach Recruitment
Outreach Recruitment is one of Malta’s leading recruitment agencies, placing professionals in top roles across insurance, finance, IT, healthcare, and more.
Only candidates currently residing in Malta will be considered for this position.
