The role of Team Manager of Customer Service team in itm8 Czech Republic, seamlessly connects commercial aspects with daily operations, ensuring smooth functioning and exceptional satisfaction for customers, users, and employees.

In this position, you will ensure outstanding customer service, proper case prioritization, and hold commercial accountability for the customer service portfolio. You will drive high performance by guaranteeing quality, fostering team collaboration, and supporting the development of employee competencies while monitoring service quality, key performance indicators, and case trends.

Additionally, you will prioritize tasks within the department, make staffing decisions including hiring and dismissals, and manage financial decisions within an allocated budget, ensuring customers are assigned to the right teams.

If you're seeking an opportunity to apply your leadership skills and contribute steadily to our team's ongoing success, we encourage you to send us your CV!

What will be your responsibilities? 

• Personnel responsibilities, performance interviews, annual employee appraisals, sick interviews, salary interview composition and resignation interviews.

• Escalation lead delivery 

• Ensure employee well-being 

• Training and education of employees 

• Attend meetings with strategically important customers 

• Approvals in attendance system and other systems

• Co-authoring on annual cycle - Ensure development of Customer Service 

• Prioritization of tasks in Customer Service, as well as across delivery 

• Stakeholder on all processes in Customer Service and ensuring execution of these 

• Strategic initiatives in Customer Service 

• End of month report.

• Budget management within the respective department

Job requirements:

• Previous experience in managerial or coordinational role is a Must (e.g. project manager role is also relevant experience for us)
• Fluency in English (Czech is not needed for the role)
• Office person

• You must have good people skills and an understanding of the customers' needs and setup.  You will be expected to find an agreement with the customer - “Keep what we promise”.

• Passion about customer service - “Say yes with a smile”.

• Ability to settle into the customer's business. 

• Ability to understand the customers setup and support - “Make IT easy”. 

• Thinking like a leader 

Employee benefits:

• 5 weeks of holidays

• 5 sick days/year

• Flexible working hours

• Hybrid working model

• iPhone and Lenovo laptop

• Cafeteria flexible spending account (CZK 18,000/year)

• Meal vouchers fully covered by the employer (CZK 110 CZK/voucher)

• Monthly pension insurance of 3%

• Possibility to arrange a Multisport card

• Company assistance towards TAX authorities

• Czech and English lessons paid by the company

• Support in your professional and personal growth

• Social events (company parties, regular company bars, weekly breakfasts...)

• Fresh fruit, delicious coffee, tea and soft drinks

• Stand up desks

• Pool table and relax zone