The Assistant Team Manager supports the Team manager to oversee, organize and coordinate the work of the Client Advisors by supervising and monitoring calls, acting as a liaison agent between the Team Manager and the Client Advisors, ensuring that set objectives are achieved, motivating and coaching people and handling customer complaints when needed. In the absence of the Team Manager, the Assistant Team Manager will take over the management of the team.
Support the Team Manager:
> Supervising a team of 30 Client Advisors in charge of handling calls from clients, answering customers' emails, dealing with orders received by phone and internet and performing clienteling actions.
> Showing an exemplary attitude regarding the procedures, LV Signature, internal policy, etc.
> Managing on a daily basis the flow of the inbound and outbound calls and make necessary adjustments
> Contributing to achieve and maintain a positive team spirit, keeping team motivated to reach targets,
> Identify their training needs and continuously seek areas for improvement in key work processes
> Conduct staff performance reviews and monitor the quality of the calls in order to evaluate and improve them (scripts, processes, etc...)
> Maintaining strong communication with both the team and the Team Manager, contributing to share information, processes, initiatives and ideas to reinforce the teamwork
> Assisting in on the spot coaching and induction of new staff (and existing team members), particularly by providing IT and phone guidance, policies and procedures and product knowledge.
> Assisting in dealing with customer complaints, exchanges and enquiries, ensuring they are dealt with promptly and efficiently within the boundaries of our policies.
> Supporting the Team Manager in achieving the business objectives, projects and initiatives (i.e. reporting, sales analysis, product training)
> Lead the brief morning meeting or the team meeting when needed
> Minimum 3 years of managerial experience.
> Desire to work in a fast-paced environment.
> Work autonomously and demonstrate a positive and enthusiastic attitude
> Very good coaching skills, with excellent sales performance and customer service standards.
> Make quick and thoughtful decisions when needed
> Proficiency in Italian, English and ideally in Spanish
> Ability to analyse and report on areas of responsibility
> Results oriented
> Attention to detail and high standards
> Team player and able to build good professional working relationships with peers and management in a multilingual and multicultural environment
> Flexible and ready to work on Saturdays, (Sundays) and Public Holidays