Bring your skills to life

We’re looking for a motivated and results driven individual to support the Operations Manager in driving operational excellence across the Contact Centre and front office operations. 

In this role, you will oversee the daily front office activities, support sales processes, manage multichannel customer interactions, and handle regulatory compliance matters (including MCA and MCCAA queries). 

You will play a key role in ensuring seamless service delivery, supporting sales initiatives, maintaining high standards of customer satisfaction, and contributing to the achievement of operational and commercial targets.

Does this sound interesting to you? Here's what you must have to match our requirements:

• A minimum MQF Level 4 qualification in Business Administration, Management, IT and e-Commerce, Communications and Marketing, or a related field;
• Minimum of 3 years’ experience in a leadership or supervisory role;
• A strong background in client relationship management and client facing roles;
• Proven experience in managing contact center operations;
• Skilled in omnichannel strategy and its execution using CRM technology as data hub;
• Strong understanding of how to leverage AI, automation, and digital platforms (e.g., chatbots, live chat) to improve efficiency and enhance customer experience;
• Experience with WFM tools for forecasting and optimizing agent schedules to meet service levels efficiently;
• Lead, mentor, and motivate large, diverse teams;
• Champion and support operational changes;
• Develop and execute long-term strategies that align customer service operations with broader business goals like profitability and growth;
• Adopt a proactive strategy to ensure business continuity and robust talent pipeline;
• Strong analytical and problem-solving skills to address complex customer issues, operational challenges, and potential;
• Excellent verbal and written communication skills for effective interaction with clients, senior management, and all levels of the team;
• Capable of managing multiple projects simultaneously, prioritize tasks effectively, and ensure that operational initiatives are completed on time and within budget.

Does this sound like you? Here’s how you can hit a few plus points for this position:

• MQF 5 qualification or higher in Information Technology is considered an advantage.

Expected Hours of Work

This is a full-time position with forty (40) hours a week, with flexible hours.

If this describes you, then this is a glimpse of what you'll be doing:

• Oversee daily front-office operations including call handling, customer interactions, and service delivery and ensure compliance with SLAs and company targets;
• Monitor real-time performance metrics and respond promptly to operational issues and manage escalations and complex customer enquiries effectively;
• Maintain operational efficiency while ensuring an excellent customer experience across all touchpoints;
• Manage and supervise the sales support processing team and ensure accurate order processing, pricing accuracy, and timely fulfilment of customer requests;
• Monitor team performance against sales support KPIs and provide ongoing training and coaching to optimize team productivity;
• Liaise between the Contact Centre and Retail/Sales teams to ensure a seamless handover of opportunities and customer information;
• Manage customer interactions across multiple channels including voice, email, live chat, and social media and ensure consistent service quality and messaging across all channels;
• Monitor channel-specific metrics and performance and optimize channel utilisation to improve first-contact resolution rates and customer satisfaction;
• Support digital transformation initiatives and omnichannel integration;
• Handle customer enquiries related to Malta Communications Authority (MCA) and Malta Competition and Consumer Affairs Authority (MCCAA) matters;
• Ensure compliance with regulatory requirements and consumer protection norms and coordinate with Legal and Compliance teams on regulatory-related issues and their respective tribunal escalations;
• Process regulatory complaints, escalations, and queries with appropriate timeliness and accuracy;
• Maintain documentation and records for audit purposes;
• Monitor key performance indicators (KPIs) for front-office, sales support, and multichannel operations;
• Generate daily and weekly performance reports for the Operations Manager and identify trends and areas for improvement;
• Implement corrective actions when performance falls below targets;
• Support data-driven decision-making through accurate and timely reporting;
• Lead and mentor the team through regular coaching and constructive feedback to improve individual and collective performance;
• Supporting with the recruitment and interviews as needed;
• Foster a positive, customer-centric team culture;
• Execute sales and upselling initiatives defined in collaboration with the Senior Manager, Retail, and Marketing;
• Ensure frontline teams consistently deliver against sales KPIs;
• Support commercial inbound and outbound campaigns across the GO brand in both B2B and B2C spheres;
• Identify process improvements via process automation/simplification by using but not only AI tools;
• Work closely with the Operations Manager, Retail, Marketing, HR, and IT teams;
• Ensure seamless coordination on sales initiatives, campaigns, and operational changes;
• Support change management initiatives and the achievement of commercial goals across GO and its subsidiaries;
• Any other task as assigned.

Joining our team comes with a lot of benefits! Here’s a glimpse of what we’ll offer you for being brilliant:

We believe in empowering our team with more than just a job—here’s what’s in it for you:

• Benefit from working within a hybrid organisation, enjoying a balance between working from the office or any other location of your preference;
• Flexible working arrangements to suit different needs;
• No more bills! Free UNLIMITED GO services for your home and mobile;
• Private Hospital Health Insurance, to protect you from unexpected, high medical costs;
• A budget to spend on your own personal and/or professional development;
• Four weeks paid birth-leave for all non-birthing parents;
• A budget to purchase your next mobile device;
• In-house canteen serving delicious breakfasts, meals and snacks;
• A budget dedicated to your children’s summer school costs; 
• Therapy sessions to support your needs in collaboration with Richmond Foundation;
• The opportunity to work from literally anywhere – being able to work from abroad;
• … and more!