Team Manager - Brussels, België - JUJUR

Beschrijving

• Provide support to your team by delivery ongoing coaching & assessing training and development needs
• Collaborate with the Training team to create tailored individual action plans for improvement
• Provide new advisors with immediate and adequate training and orientation meanwhile putting a focus on particular on policies, processes & product expertise
• Attract, recruit and develop new talents for the business as well as deliver succession plans in close collaboration with the Client Service Manager
• Develop both individual and team goals while proactively reviewing and managing performance outcomes against expectations
• Lead and push the team for best business outcomes by fostering a positive & healthy work environment as well inspire cooperation within and between all teams
• Carry out performance appraisals and review calls quality in order to assess & address improvement needs such as scripts, processes, etc.
• Provide support to the Client Service Manager in successfully reaching business objectives as well as delivering projects and initiatives (e.g. reporting, sales analysis & product training)
• Build long term Client relationships by using all different clienteling tools available efficiently
• Put a clientcentric approach to all your operations in order to ensure best levels of Client experience as well as proactively manage Clientrelated situations
• Lead the team to navigate successfully through corporate strategy and ensure all relevant business information is shared adequately (animate morning briefings, training)
• Make product recommendations and provide qualitative feedback based on local expertise about the market and Client needs thus capitalizing expertise and knowledge within the team for the best outcome
• Develop and implement action plans to boost business outcomes & optimize product performance as well as leverage clienteling, coaching and group animation
• Handle the flow of inbound & outbound calls on a daytoday basis and make necessary adjustments
• Implement and communicate efficiently policies, brand standards & guidelines

• Previous experience in management preferably in a contact centre or service centre environment (BPO) and within the luxury industry
• Native/Fluent in English and Italian, both written & spoken
• Fluency in Spanish will be considered as an advantage
• Demonstrated experience with forecasting volume and schedule creation
• Strong skills in communicating and influencing across organisation levels as well as with internal and external partners
• Ability to handle ambiguity easily in order to resolve service level issues and

• Excellent analytical and quantitative skills as well as full proficiency with MS Excel
• Outstanding interpersonal skills and capacity to provide constructive professional feedback
• Flexibility to work shift based working pattern which includes Saturdays, Sundays and National Bank Holidays

• Excellent remuneration package based on experience, skills and performance
• Be part of a dynamic multilingual, multicultural and creative team with positive and friendly atmosphere
• Guidance and tools to reach your full potential
• Performance bonus
• Relocation Support