Team Lead with English

ICON is looking for new English speaking colleagues to join our team. We are not a corporate giant. We are a flexible, supportive and friendly team. Because of our size, your voice is heard, and your ideas can make an impact quickly. Here is a taste of what is on offer:

Our client for this project is a travel tech company on a mission to make the search and booking of vacation rentals easy for its customers. We are looking for a team lead to support their fully remote team, build client relationships, ensure targets are achieved, and maintain business continuity. 

Main Responsibilities

• Coaching and performance monitoring of customer service representatives driven by key metrics

• Target setting

• Creating action plans to ensure the delivery of targets

• Colleague development

• Schedule planning

• The day-to-day running of a customer service team

• Ensuring full procedural compliance

• Ensuring the delivery of the hours and performance expectations

• Reporting directly to senior management

• Conducting interviews with candidates for your team

Your Profile

• Fluent level proficiency in English with an additional language is beneficial 

• 2+ years of relevant experience in customer service or a similar position

• Experience leading a team

• Positive attitude

• Able to balance management expectations and colleagues’ needs

• Very strong interpersonal communication skills and a customer-centric approach

• Ability to work independently, proactively identify complexities, and maintain ownership of issues

• Ability to self-direct, as necessary, and make good judgments based on information available

• Familiar with or able/willing to quickly learn multiple internal systems

• Solid understanding of Internet technologies

• Strong written and verbal communication skills

• Desire to learn and succeed

• Ability to work independently and be self-motivated

We Offer You

• Full-time employment (12-month contract with a 3-month probationary period)

• A remote working opportunity with occasional visits to the office

• Fully paid training

• Meal voucher allowance

• 20 days of holiday + 3 free days after 12 months (1 extra free day for each year of employment after the 3rd year, up to 30 holidays maximum)

• 50% or 100% discounted Multisport membership (www.multisport.cz)

• Team building & social events

• Great company culture

• Ongoing training sessions & personal development endeavours

• A diverse international work environment with global brands in centrally located Karlin, Prague

Paid Training And Free Development

We provide full training in both customer service skills and the services of our clients. We share proven methodologies that are led by experienced trainers that ensure your success with us. Regular coaching sessions help you develop a career that prepares you for internal promotions and leadership roles within ICON Communication Centres.