- Location
- Malta
- Workplace
- Onsite
- Department
- Manager
- Seniority
- Manager
- Source
- JOIN
Description
Our client is currently looking for an experienced Team Leader to lead their German and Austrian Customer Support Team, managing a team of over 40 skilled agents.
This is an excellent opportunity for a hands-on leader with strong people management skills and experience in Customer Support or Call Centre environments within Finance, iGaming, Payments, or other regulated industries.
You will play a key role in driving team performance, supporting daily operations, and ensuring an exceptional standard of customer experience across all touchpoints. This role offers the opportunity to take ownership of a large Customer Support function, combining day-to-day team leadership with broader operational responsibilities to support the continued growth and success of the department.
## Tasks
- Lead, inspire, and develop a team of 40+ agents to consistently achieve performance and quality targets.
- Oversee day-to-day operations, including resource planning, scheduling, and workload management
- Provide ongoing coaching, feedback, and one-to-one performance reviews to support team growth and engagement.
- Ensure all customer interactions adhere to company standards, policies, and compliance requirements.
- Manage and resolve escalated cases with professionalism and empathy.
- Collaborate with other departments to resolve complex issues and improve service processes.
- Monitor and analyse key performance indicators (KPIs) to evaluate team results and identify areas for improvement.
- Prepare and present detailed performance reports and insights to senior management.
- Recommend and implement process improvements to boost efficiency, productivity, and customer satisfaction.
- Foster a positive, performance-driven team culture based on accountability, transparency, and continuous development.
- Take ownership of the overall performance and effectiveness of the German Customer Support function, ensuring operational targets, service levels, and team objectives are consistently achieved.
- Support management with employee performance management processes, including performance improvement plans, disciplinary actions, workforce planning, and operational decision-making.
## Requirements
- Proven experience leading teams of 20+ employees in Customer Support or Call Centre environments, ideally within Finance, iGaming, Payments, or other regulated industries.
- Strong understanding of collections processes and customer experience best practices.
- Excellent communication skills in both German and English.
- Demonstrated ability to motivate, coach, and develop individuals to reach their full potential.
- Confident working with CRM systems, reporting tools, and MS Office applications.
- Strong analytical and problem-solving mindset with the ability to make data-driven decisions.
- Previous experience leading Customer Support teams with responsibility for quality assurance, call monitoring, coaching, escalations management, and agent performance development.
- Experience managing larger Customer Support operations, including conducting performance reviews, handling disciplinary matters, and driving operational performance through KPIs and service metrics.
## Benefits
- Health Insurance
- Paid Voluntary Overtime
- Monday to Friday - no weekends
- 10% annual performance bonus
- Salary increase after successful probation
- Relocation package of up to 1000 Eur
