Overview
Team Manager in Luxury Fashion (Dutch/Spanish/Native English) Jobs in Brussels, Brussels Region, Belgium at Worldwiders Global Recruitment
Title: Team Manager in Luxury Fashion (Dutch/Spanish/Native English)
Company: Worldwiders Global Recruitment
Location: Brussels, Brussels Region, Belgium
Work with one of the most well-known luxury brands there is! As a Team Manager, you will oversee, organize, and coordinate a team of Client Advisors by supervising and monitoring calls, and acting as a liaison agent between the CSCs.
Manager and the Client Advisors, ensuring that set objectives are achieved, motivating and coaching people, and handling client complaints when needed. In the absence of the CSC Manager, the Team Manager will take over the management of the team.
DUTIES & RESPONSIBILITIES
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, and partner with the 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
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…)
Supporting the Team Manager in achieving business objectives, projects, and initiatives (i.e., reporting, sales analysis, product training)
Support the team in building long-term client relationships, 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
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)
BASIC QUALIFICATIONS:
Must be available to work shift patterns (earliest start 8 am, latest finish 8 pm) 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 both service level problems and the challenges of minute-to-minute change
Excellent analytical and quantitative sk…
