Our client is seeking a motivated and experienced Contact Centre Team Leader to oversee the daily operations of the contact centre team, ensuring high-quality customer service and the achievement of operational targets. The successful candidate will supervise agents, monitor performance, manage escalations, and contribute to continuous improvement initiatives within a dynamic customer service environment.

• Act as a main point of support and guidance for contact centre agents.
• Supervise and manage team performance against KPIs and service standards.
• Monitor real-time operations using contact centre systems such as Genesys.
• Handle escalated customer interactions professionally and efficiently.
• Provide coaching, training, and regular performance feedback to team members.
• Manage schedules, attendance, and adherence to operational requirements.
• Analyse performance data and identify opportunities for improvement.
• Prepare operational and performance reports for management.
• Support onboarding and training of new employees.
• Promote a positive, productive, and customer-focused work environment.

• Minimum of 2–3 years’ experience within a call centre or customer support environment.
• Previous supervisory or team leadership experience will be considered an asset.
• Proficiency in Microsoft Office applications.
• 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 work under pressure in a fast-paced environment.
• Strong leadership and interpersonal skills.
• What’s on Offer
• Opportunity to join a professional and growing organisation.
• Supportive and collaborative working environment.
• Career development and progression opportunities.
• Competitive remuneration package based on experience.
• If you are a driven customer service professional with leadership skills and a passion for operational excellence, we would love to hear from you.

• Opportunity to join a professional and growing organisation.
• Supportive and collaborative working environment.
• Career development and progression opportunities.
• Competitive remuneration package based on experience.
• If you are a driven customer service professional with leadership skills and a passion for operational excellence, we would love to hear from you.

Outreach Recruitment Ltd is a Malta-based recruitment agency connecting employers with qualified local and international talent across hospitality, retail, finance, technology, healthcare, construction, engineering, maritime, and other industries.

Contact Centre Team Leader vacancy in Floriana, Malta. Please ensure your application clearly demonstrates your plumbing experience and your current location or EU nationality.