Icelandair is a lively workplace with operations in Iceland, Europe, and North America. We are one of Icelands largest and most diverse companies and work in an international, ever-changing environment. We fly to multiple cities in Europe, the United States, and Canada, as well as destinations within Iceland and in Greenland.

Within the Icelandair Contact Center is a diverse, energetic and cohesive team that delivers exemplary service to its customers.

As a Team Lead, you will play a crucial role in ensuring that the team meets its Key Performance Indicators (KPIs) and maintain high-quality standards. Your primary responsibility will be to oversee daily operations, provide feedback, and support team members in their professional development. You will also be responsible for managing staffing and addressing any complex issues that arise.

Responsibilities:

• Motivating your team to meet – and exceed – KPIs.
• Monitoring quality standards and using insights from spot checks to identify coaching and training needs.
• Acting on employee feedback to boost team engagement and performance.
• Leading regular feedback and performance reviews to help your people grow.
• Tackling complex issues and collaborating with Operations partners to find smart solutions.
• Managing day-to-day staffing and ensuring the team is always set up for success.
• Offering real-time support to agents, especially during peak times and shift changes.
• Delivering ongoing coaching and training to close knowledge gaps and build confidence.
• Creating an open, supportive environment where everyone feels heard and valued.

Qualifications:

• Education fit for purpose
• Proven experience in a leadership or supervisory role within a customer service, operations, or contact center environment.
• Strong understanding of KPI management and quality assurance.
• Excellent communication and interpersonal skills.
• Ability to analyze data and implement improvements based on feedback.
• Problem-solving skills and the ability to handle complex issues.
• Confidence in handling performance management conversations and developing team members.
• Organizational skills to manage staffing and daily operations effectively.

Icelandair‘s policy promotes equality and diversity among employees and encourages individuals of all genders to apply.

Please submit your application along with a CV and cover letter no later than August 14th

For further information, please contact:
Gerða Sigmarsdóttir, Manager Customer Service and Ticketing Support, gerdasicelandair.is

Íris Ólafsdóttir, People coordinator

Irisoicelandair.is