Team Manager

Há 2 dias

Barueri, São Paulo, Brasil Ten Lifestyle Group Tempo inteiro

Team Manager - Customer Service SupervisorWant to be part of the Ten team?
It's your timeAs a Premium Team Manager, you will attract, impress, and retain some of our most important members at Ten, including top entrepreneurs and leaders in the worlds of business, sport, and entertainment.
You will be expected to offer the very best service to an intimate and demanding group of members, ensuring that you enable each individual member to truly live their life x Ten through managing our private concierge service delivery team.To do this, you should ensure that Premium Concierge Service is seamless, tailored, adds value, and is responsive; from the first contact through to engaged and loyal members.
Your team will be expert at building relationships and delivering what the members need, sometimes before they even know it themselves.Luxury is synonymous with quality, prestige, and affluence.
To create a luxury high-end experience for your business, you have to focus on your ideal clients, visual elements, and deliver on your promises.
You will be required to create a luxury brand service focused on quality, not quantity.
Remember, you don't need to get everyone's attention.
Wow your ideal clients by providing top-notch service.
Create a personal experience for your customers by offering an amazing customer journey.
You will need to create a genuine connection and deliver an experience they won't be able to stop raving about.At Ten, we believe that every team should benefit from inspiring and motivational leadership.
In this role, you will lead a team of specialist Lifestyle Managers in line with our company values - Member Focused, Trustworthy, and Pioneering.
You will be an active member of the Brazil team, working to hit client SLAs and Ten service standards.
In addition to the development of your team members, your success will be measured against challenging team targets, including but not limited to:Team efficiencySupplier RevenueQA scoresMember FeedbackResponse TimesPhone AvailabilityThe main activities will be:Set your team's direction and strategy, and hold your team accountable for the delivery of this strategy.Agree personal development goals for each member of your team.Support Lifestyle Managers' progress through formal development programs, increasing staff retention and ensuring effective succession planning.Identify and develop high-caliber performers so that they progress within Ten.Hold each Lifestyle Manager in your team to basic minimum standards as agreed by Ten.Inspire your Lifestyle Managers to deliver above and beyond the minimum expectations of their role.Maintain a working knowledge of Ten's clients and the requirements of servicing their programs.Learn and stay up-to-date on news and trends in your team's specialism.Play an active role in sourcing and assessing new talent for Ten.Work with IT, the Training Department, and your experienced Lifestyle Managers to provide a welcoming and effective onboarding experience for new hires into your team.Complete and submit time cards and HR forms in a timely manner.Manage timeliness and attendance in your team in line with Ten's Time and Attendance Policy.Management of Junior and Pleno LMs, providing development and support as necessary.Shift Management, ensuring LMs adhere to their shifts and reporting to HR any issues regarding absence, sick notes, delays, etc.Guardian activities, being available to answer questions from the LMs regarding procedures.Appraisal Management & LMs Feedback, providing quarterly appraisals and ongoing feedback as necessary.Complaints support and resolution, assisting with member complaints and problem-solving to ensure member satisfaction.QA Monitoring (LMs), evaluating LMs' calls to ensure adherence to procedures and meeting member expectations.Allocation of jobs if required, collaborating with allocators to evaluate job distribution.Attend internal meetings with other TMs, Heads, or other important meetings.Self-development, bringing new ideas, courses, and benchmarking from other companies, contributing to company knowledge.E-learning tool, accessing Ten Learning to develop technical and behavioral skills as TM.Support with reports, assisting Senior TMs with Service Delivery results and validation with Senior II TM.RequirementsInterested?
The requirements to apply for the position are:Previous experience in a leadership role or strong experience with luxury concierge.Bachelor's degree.Intermediate or Advanced level of English or Spanish, both written and spoken.We encourage diverse philosophies, cultures, and experiences.
We appreciate diversity and are dedicated to creating an inclusive work environment for our employees.
All aspects of our relationship, including the decision to hire, promote, discipline, and terminate, will be based on merit, competence, performance, and business needs.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionOtherIndustries: IT Services and IT ConsultingReferrals increase your chances of interviewing at Ten Lifestyle Group by 2x.
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