Contact Centre Manager

Calamatta Cuschieri Moneybase is one of Malta’s largest financial services firms that pioneered the Maltese financial services industry as early as 1971. With a philosophy to consistently service clients in an honest and personalised manner, we have moved from strength to strength gaining an excellent reputation along the way.

Moneybase a multi-award-winning finance platform that allows individuals and businesses to easily manage all their financial needs, from daily payments to and investments to treasury and wealth management.

We are committed to attracting and selecting the very best people to join our team and to creating a workplace that promotes individual career growth; we value our people and their well-being. The group employs over 190 people from over 27 countries around the world with Assets Under Management and Administration of over 3 billion.

Role Overview:

As Contact Centre Manager, you will be responsible for leading, optimizing, and continuously improving the daily operations of our contact centre. Your mission is to ensure the delivery of efficient, empathetic, and effortless customer interactions across all support channels, aligned with Moneybase’s brand promise and customer experience strategy.

You will manage a team of customer service professionals and team lead, champion a customer-first culture, and partner cross-functionally to remove friction from the customer journey. This role combines operational leadership, customer insight activation, people development, and performance management.

Duties & Responsibilities:

Team Leadership & Performance Management

• Lead, motivate, and develop a high-performing team of contact centre agents to deliver exceptional customer service.

• Set clear performance expectations and conduct regular feedback, coaching, and performance reviews.

• Embed a performance driven culture with robust frameworks for service delivery, quality assurance, and continuous improvement.

• Conduct regular training and coaching sessions to enhance team knowledge, skills, and engagement.

Operational Excellence & Service Delivery

• Oversee the daily operations of the customer contact centre to ensure timely, effective, and quality interactions with customers.

• Ensure service levels and SLAs are met or exceeded while aligning contact volume and support capacity with business strategy.

• Provide online customer support via digital platforms and handle complex or escalated customer queries with professionalism and empathy.

• Maintain and continuously update standard operating procedures (SOPs), tools, and system knowledge.

Customer Experience & Insights

• Promote a customer first culture by encouraging the team to provide feedback and surface customer insights to improve experiences.

• Act as a point of escalation for customer complaints, ensuring prompt resolution and timely updates to the Head of Customer Experience.

• Collaborate on journey improvement initiatives by identifying customer pain points and operational friction.

Stakeholder Engagement & Communication

• Build and maintain strong relationships with internal and external stakeholders to ensure alignment and collaboration on service delivery.

• Maintain open, transparent, and consistent communication across departments to drive shared understanding and continuous learning.

• Contribute to root cause analysis and cross-functional problem solving efforts that impact customer outcomes.

Reporting & Continuous Improvement

• Monitor and analyse key performance indicators (KPIs), producing regular reports and actionable insights for senior management.

• Review management information to identify opportunities for process, policy, or technology enhancements across the contact centre.

• 3+ years’ experience leading a contact centre.

• Proven track record of improving contact centre performance using data, process, and technology.

• Strong leadership skills with the ability to engage and develop high-performing teams.

• Knowledge of CX metrics (CSAT, NPS, CES), and customer insights best practices.

• Experience in Fintech and Financial services will considered a strong asset.

• Familiarity with CRM, telephony systems, and AI/chatbot integration is a plus.

Remuneration

We are committed to attracting and selecting top people to join our team. We are also committed to creating a workplace that encourages individual growth; we value our people and their well-being.

What we offer:

• Ongoing internal training

• External training opportunities

• Study Leave

• Sponsorship schemes for further studies

• Opportunities for career growth

• Free health insurance

• Gym Subsidy

• Mental health package

• Performance bonus

• Employee referral incentive

Visit our websites - cc.com.mt or moneybase.com for more information about us.

All Applications will be acknowledged and treated with maximum confidentiality

“The enduring goal of Calamatta Cuschieri Moneybase is that the composition of our workforce should reflect that of the communities in which we work.”

Reference: CCMT05025