Team Leader - Customer Care (Insurance)

The role is on a Monday to Friday, office hours basis. The main duty of the Team Leader is to ensure of the smooth operation of the department in an efficient and profitable manner while supervising, developing and motivating the team.

Job Responsibilities and Duties:

• Monitor the activity indicators (contact centre KPI, staff training, efficiency, projects) in order to provide accurate information for decision making and profitable operation.
• Cooperate with Management in the planning of the operation and have an active role in the improvement of the various products, opportunities Team members.
• Be a beacon and lead by example in terms of the role duties, belonging and company philosophy and dedication.
• Nurture a culture of efficiency, quality and empathy in relation to internal and external clients alike.
• Provide the Team under their responsibility with the necessary support, both on the line of work and even in terms of operative adjustments, coaching, motivation and planning.

Qualifications and Skills:

• Proficient in main Microsoft applications including the ability to learn new software;
• Superior listening, verbal, and written communication skills;
• Speak and write good quality Maltese and English;
• Ability to effectively manage multiple priorities and work in a dynamic environment;

The following would be considered an asset:

o Any experience in a call centre and insurance environment;

o Knowledge of customer care practices and principle;

o Experience in a Leadership role;