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Poste
As a Team Manager you will support on coordinate a team of Client Advisors by supervising and monitoring calls, acting as a liaison agent between the Digital team and the Client Advisors, ensuring that set objectives are achieved, motivating and coaching people, and handling client complaints when needed.
TEAM MANAGEMENT & DEVELOPMENT
Supervising a team of Client Advisors in charge of handling calls from clients, answering clients’ emails, addressing orders received by phone and internet and performing clienteling actions. Support them with consistent coaching, identify their development and training needs, partner with Training team to tailor individual action plans
Engage in on-the-spot coaching and induction of new Client Advisors, particularly on policies and procedures and product knowledge
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
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 animations
PLANNING AND OPERATIONS
Manage 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 patterns (earliest start 8am, latest finish 8pm) as well as weekends (Saturdays & Sundays) and Bank Holidays
Significant management experience in a call centre or service centre environment, ideally within the luxury industry
Advanced MS Excel skills
Experience with forecasting volume and schedule generation
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
LANGUAGES:
Fluent in Arabic & English
RÉFÉRENCE : LVM17395
