Care Team Leader

Job Category: Call Centre Customer Care
Job Type: Full Time
Job Location: Luqa

At epic we are driven by autonomy, efficiency, and innovation, as we believe that these elements pave the way to epic craft! We empower our employees to work on things that they are passionate about. With us you will be given great benefits and working conditions. At epic you will not just be joining, you will be adding!

We pride ourselves on delivering Great Network for Great Value to our customers and we do so through focusing on the customer, collaborating as one team.

The role

The Care Team Leader helps agents to provide first- class customer support and advice within a contact centre environment. You will also be responsible for the performance of the department as well as manage ad-hoc projects when required.

Duties and Responsibilities

  • Assure consistent high-quality customer support to satisfy strict deadlines and KPI’s
  • Assess the competencies of your team members to define ways to reach their full potential through coaching
  • Conduct frequent one-to-one meetings with individual team members if/when required
  • Be accountable for quality and efficiency KPI’s
  • Act as a mentor for customer services agents and lead by example
  • Maintain high levels of product knowledge so that appropriate guidance is always provided
  • Support administrative tasks within the team, including escalations
  • Facilitate smooth communication flow between the different functions of the department and across the different channels
  • Be the point of contact for customer support agents inside and outside your team
  • Support the selection and onboarding process of new hires
  • Work in partnership with HR to address behaviours that are not in line with the company standards
  • Work in partnership with the other functions to proactively address customer experience opportunities
  • Reach quarterly and end of year goals set by the company

Experience

  • Minimum of 2 years’ experience within a contact centre environment as a Team Manager
  • Sound experience in a Customer Support environment
  • Excellent leadership and communication skills
  • Strong coaching and people-development skills through call listening, quality feedback, etc.
  • Ability to deal with demanding customers and escalations
  • Energetic and motivating individual who can also manage conflicts
  • Creative thinking
  • A natural team player who leads by example
  • Business management skills: understand strategy and business functions
  • Ability to work well under pressure and with minimum supervision

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