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.

• 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

• 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.

• A supervisory role with genuine coaching and team leadership responsibility
• On-site position at a well-established company in Luqa

Our client is a well-established company operating a contact centre in Luqa, Malta.

This vacancy is open until 31 December 2026.

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.

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.

What does a Customer Care Team Leader do in this role?
The Customer Care Team Leader oversees daily contact centre operations in Luqa, Malta, coaching and developing Customer Care agents, managing complaints and escalations, monitoring quality and service efficiency, and managing shift rosters.

Is this a full-time position?
Yes, this is a Full-Time, on-site, direct job based in Luqa, Malta, with shift-based work required.

Do I need to already be in Malta to apply?
Yes, this role is open to Malta residents and applicants must already be based in Malta.

What languages are required for this Customer Care Team Leader job?
Candidates must speak both Maltese and English, as the role involves handling customer calls, messages, and queries across multiple channels.

What experience is needed for this Customer Care Team Leader job?
At least 1 year of experience as a Customer Care Agent is preferred, along with strong coaching, time management, and problem-resolution skills.

Is salary disclosed for this role?
Salary is not disclosed publicly for this position. Contact Outreach Recruitment at hr@outreachrecruitment.net for further details.

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