Job Description & Skills/Qualifications Required
Key responsibilities
1. Team Leadership and Development
- Lead, motivate, and develop a team of Customer Care Consultants
- Conduct regular one-on-one coaching sessions and performance reviews
- Implement training programs to enhance team skills and knowledge
- Foster a positive team environment that promotes collaboration and high performance
- Manage team schedules, breaks, and resource allocation
2. Performance Management and Quality Assurance
- Monitor team performance metrics and KPIs to ensure targets are met
- Conduct quality monitoring and provide feedback on customer interactions
- Implement improvement plans for underperforming team members
- Ensure compliance with company policies and procedures
- Drive continuous improvement initiatives to enhance service quality
3. Operational Excellence & Escalation/Issue Resolution
- Oversee daily operations and ensure smooth workflow processes
- Act as a primary escalation point of complex or sensitive customer issues
- Investigate cases, coordinate resolution with onshore teams and ensure timely communication with customers following proper escalation pathways
- Manage reporting and analytics to track team performance
- Ensure adherence to SLA requirements and service standards
4. Strategic Support
- Collaborate with management on strategic initiatives and process improvements
- Participate in capacity planning and workforce management
- Support new business implementations and system changes
- Contribute to the development of policies and procedures
Experience and skills
- At least 2-3 years of team leadership experience in a contact centre or customer service environment
- Previous experience in CS or B2B environment highly preferred
- Strong leadership and people management skills
- Excellent communication and interpersonal abilities
- Proven track record in performance management and team development
- Advanced knowledge of Microsoft Office Suite and CRM systems
- Experience with Salesforce or similar platforms would be advantageous
- Strong analytical and problem-solving capabilities
- Ability to work under pressure and manage multiple priorities
- Flexibility to work shifts, weekends, and public holidays as required
Job Functions
Industry
Job open to:
Other Information (Attachments)
The company currently employs in excess of 2,000 employees globally: Centrecom Malta comes with brand new premises that cater for 450+ workstations; Centrecom Fiji has a newly expanded location which caters for 200 workstations; and Centrecom offices in the USA, Australia, New Zealand, Libya and Morocco, cater for an additional 100 workstations.
Our dynamic team, together with the global reach of our offices’ location, remain our most valuable asset, allowing us the flexibility to cater for a 24/7 cost-effective solution bringing together a range of quality-driven services. We assure the highest levels of proficiency by employing high quality employees that are either native speakers or second language speakers, and have all the required skillset to support our clients across the different business sectors.