Team Manager Italian

il y a 1 semaine


Bruxelles, Région de Bruxelles, Belgique JUJUR Temps plein

Position:
Team Manager (Italian & Spanish Markets)

Location:
Brussels, Belgium

Employment type:
Full-time

Remuneration:
Base salary + bonus.

DUTIES AND RESPONSIBILITIES:

  • Support the Client Advisors with consistent coaching, identify their development and training needs. Set individual and team goals; manage performance against expectations
  • Engage in onthespot coaching and induction of new Client Advisors, particularly on policies and procedures and product knowledge
  • Identify, recruit and develop talents, secure succession plans
  • Manage and motivate the team to drive business: create a positive and harmonious work environment
  • Conduct performance reviews and monitor the quality of the calls
  • Support the Client Services Manager in achieving business objectives
  • Support the team in building long term Client relationship, leveraging the different client ling tools
  • Communicate and inspire the team on corporate strategy and relevant business information (animate morning briefings, training)
  • Act as a role model demonstrating leadership to the team, support them with their own sales and service levels, foster crossselling
  • Assist in dealing with client complaints, exchanges and enquiries. Ensure policies, Brand standards, and guidelines are communicated and implemented
  • Support in staff planning (workforce management).

REQUIREMENTS:

  • Native/fluent in Italian and English, both oral and written. Fluency in Spanish is highly advantageous
  • Minimum of 5 years' management experience in a call centre or service centre environment, ideally within the luxury industry, or of Managerial role in Retail, Hospitality or Client-Facing industries
  • Computer savviness, advanced MS Excel skills
  • Proven experience communicating and influencing across job levels with both internal and external partners
  • Experience and displayed excellence working with different cultures, markets and clients
  • Demonstrated ability to deal with ambiguity easily, solving both service level problems and the challenges of minutetominute changes
  • Excellent analytical and quantitative skills
  • Strong communication and interpersonal skills, an ability to provide feedback in a constructive and professional way as to influence and excite your peers to higher performance
  • Ability to work shift rotation including Saturdays, Sundays and Bank Holidays (approximately one weekend per month).

BENEFITS:

  • Excellent remuneration package based on experience, skills, and performance
  • Be part of a dynamic international team with positive and friendly atmosphere
  • Guidance and tools to reach your full potential
  • Medical insurance
  • Pension plan
  • Meal vouchers
  • Relocation support


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