Contact centre team leader role at Mapfre Malta, an insurance company. Involves supervising agents, monitoring KPIs, handling escalations, and coaching staff, with Genesys experience a strong asset. Requires 2 to 3 years of call centre experience. On-site in Malta. Suits candidates with contact centre backgrounds looking to step into or continue in a supervisory position.
Role overview
MAPFRE Middlesea is hiring a mid Contact Centre Team Leader in Malta. The role covers overseeing daily contact centre operations, supervising agents against KPIs, monitoring real-time operations via Genesys, handling escalated customer interactions, coaching team members, managing schedules and attendance, analysing performance data, preparing management reports, and supporting onboarding.
Requirements:
2–3 years call centre experience
Microsoft Office proficiency
Communication and problem-solving skills
Analytical and organisational skills
Ability to work under pressure
Nice to have: supervisory experience, Genesys experience.
Perks: shift allowance, entry performance bonus, paid breaks, towing and home assistance, discounted insurance, birthday leave, off-peak leave, work from home after 3 months, full performance bonus and health insurance after probation, variable salary after 1 year.
Skills & perks
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