Team Manager
Il y a 7 mois
POSTE
As a Team Manager for DACH and Eastern Europe markets, you will lead the organization and development of a team of Client Advisors by supervising calls, cascading to your direct team the business priorities given by your manager (the Client Services Manager). You will also ensure the drive of performance, and that set objectives are achieved, motivating and coaching people, and handling client complaints when needed. In the absence of the Client Service Manager will take over the management of the team.
**TEAM MANAGEMENT & DEVELOPMENT**
- Engage in on-the-spot coaching and induction of new Client Advisors, particularly on policies and procedures and product knowledge
- Identify, recruit and develop talents, secure succession plans in collaboration with the Team Manager
- Set individual and team goals; proactively assess and manage performance against expectations
- Manage and motivate the team to drive business: create a positive and harmonious work environment, foster cooperation within the team and between managers
- Conduct performance reviews and monitor the quality of the calls in order to evaluate and improve (scripts, processes, etc )
**CLIENT AND BUSINESS DEVELOPMENT**
- Supporting the Client Services Manager in achieving business objectives, projects, and initiatives (i.e. reporting, sales analysis, product training)
- Support the team in building long term Client relationship, leveraging the different clienteling tools
- Establish a Client-centric mindset to ensure the highest level of Client experience and proactively handle Client-related situations
- Communicate and inspire the team on corporate strategy and relevant business information (animate morning briefings, training)
- Proactively provide product recommendations and qualitative feedback based on local knowledge about the market and Client needs, leveraging expertise and knowledge within the team
- Put in place action plans to boost business and maximize product performance, leveraging clienteling, training and team animation
**PLANNING AND OPERATIONS**
- Manage on a daily basis the flow of inbound and outbound calls and make necessary adjustments
- Act as a role model demonstrating leadership to the team, support them with their own sales and service levels, foster cross-selling
- Assist in dealing with client complaints, exchanges and enquiries, ensuring they are dealt with promptly and efficiently within the boundaries of our policies
- Ensure policies, Brand standards, and guidelines are communicated and implemented
- Support in staff planning (workforce management)
PROFIL
**BASIC QUALIFICATIONS**
- Must be available to work shift based working patterns including Saturdays, Sundays and Bank Holidays (approximately one weekend per month)
- A combination of 2/3 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.
- Advanced MS Excel skills
- Proven comfort/experience communicating and influencing across job levels with both internal and external partners
- Demonstrated ability to deal with ambiguity easily, solve for both service level problems and the challenges of minute-to-minute change
- Excellent analytical and quantitative skills
- Strong Interpersonal skills and ability to provide feedback in a constructive and professional way
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