Outreach Recruitment
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Contact Centre Team Leader — Floriana, Malta | Full Time | Customer Service
We are recruiting an experienced Contact Centre Team Leader for a professional contact centre operation in Floriana, Malta. This full-time role offers genuine leadership responsibility, strong career development prospects, and competitive remuneration in a growing business services environment.
About the Role
As a Contact Centre Team Leader in Malta, you will act as the main point of support and guidance for a team of contact centre agents, monitoring performance, handling escalations, and driving a customer-first culture across your team.
Key Responsibilities
- Act as the primary point of support and guidance for contact centre agents
- Supervise team performance against KPIs, SLAs, and service standards
- Monitor real-time operations using systems such as Genesys or similar platforms
- Handle escalated customer interactions professionally and efficiently
- Provide regular coaching, performance feedback, and development support to team members
- Manage team schedules, attendance, and operational adherence
- Analyse performance data and identify areas for improvement
- Prepare operational and performance reports for management review
- Support employee onboarding, training, and development programmes
- Foster a positive, customer-focused, and collaborative work environment
Requirements
- Minimum 2–3 years’ experience in a call centre or customer support environment
- Supervisory or team leadership experience strongly preferred
- Proficiency in Microsoft Office and reporting tools
- Experience using Genesys or similar contact centre systems is a strong advantage
- Excellent verbal and written communication skills
- Strong analytical, organisational, and problem-solving abilities
- Ability to perform under pressure in a fast-paced operational setting
- Strong leadership and interpersonal skills with a coaching mentality
What’s on Offer
- Full-time employment with a professional business in Floriana, Malta
- Collaborative and supportive work environment
- Clear career development and progression pathway
- Competitive remuneration package based on experience
- Performance incentives and professional development opportunities
Why Work in Business Services in Malta?
Malta has grown into one of Europe’s leading business services and contact centre hubs, with international companies choosing the island for its English-speaking workforce, strong regulatory environment, and Mediterranean quality of life. Contact centre leadership roles in Malta offer real career progression and competitive salaries in a dynamic, growing sector.
About Outreach Recruitment
Outreach Recruitment places experienced professionals with leading employers across Malta’s business services, hospitality, and technical sectors. Our service is 100% free for candidates.
How to Apply
Apply through our secure portal. A dedicated recruiter will contact you within 48 hours.
Outreach Recruitment — Professional Recruitment Services in Malta.
