Customer Care Team Leader — Luqa, Malta
About the Role
Outreach Recruitment is seeking a Customer Care Team Leader on behalf of a well-established company in Luqa, Malta. This role suits an experienced Customer Care Agent ready to step into a coaching and supervisory position within a busy contact centre. The Customer Care Team Leader oversees daily contact centre operations, focusing on service delivery, team management, and quality standards adherence, while coaching agents and resolving escalated customer issues.
One of our clients is a well-established company operating a contact centre in Luqa, Malta.
Key Responsibilities
- Handle customer calls, messages, and queries across multiple channels when required
- Manage complaints, including executive-level escalations
- Coach and develop Customer Care agents to improve performance
- Conduct monthly quality checks on calls and emails, providing feedback to the team
- Monitor service efficiency and deliver speed coaching
- Manage shift rosters, leave, absenteeism, and break schedules
- Resolve team issues and support problem-solving
- Work shift-based schedules as needed
Requirements
- Ordinary level education, including Maltese and English; Mathematics is advantageous
- At least 1 year of experience as a Customer Care Agent is preferred
- Self-confidence, attention to detail, and problem analysis/resolution skills
- Ability to manage and develop others in a coaching capacity
- Available to work shift-based schedules
- Team coaching and performance development
- Complaint handling and escalation management
- Quality monitoring (call and email checks)
- MS Office proficiency
- Time management and organisational skills
- Prior experience leading or coaching a small team
- Experience working within a contact centre or customer care environment
- Creative thinking and customer-focused commitment
- Maltese and English are both required for this role.
What's on Offer
- A supervisory role with genuine coaching and team leadership responsibility
- On-site position at a well-established company in Luqa
About Outreach Recruitment
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.
How To Apply
If you are interested in this Customer Care Team Leader role, we would love to hear from you. Apply today through Outreach Recruitment. We aim to respond to all applications within 3–5 business days.
Frequently Asked Questions
Looking for a job in Malta or Europe?
Browse our open positions and apply directly on our jobs page. Once you submit your application, our recruitment team will review it and get back to you within 2–3 working days to discuss next steps.
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Visit our Jobs page, find a role that fits your profile, and click Apply. You can also send your CV directly to hr@outreachrecruitment.net and we will match you with suitable openings.
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Fill in the contact form selecting 'Hire Talent' and describe the role you need to fill. Our team will reach out within 2–3 working days to understand your requirements and present a tailored recruitment plan.
What types of profiles can you source for my business?
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Can I work while studying in Malta?
In many cases, yes. The rules depend on your nationality and the type of course. Our team will advise you on your specific situation and connect you with part-time opportunities through our recruitment network.
I have a different question — can I still contact you?
Absolutely. Select 'Other Question' on our contact page and describe what you need. No matter the topic, our team will read your message and get back to you within 2–3 working days.
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