Nordic Team Manager for luxury fashion clothing brand

As a Team Manager you will support the CSC Manager UK & Nordics to oversee, organise, and coordinate a team of Client Advisors by supervising and monitoring calls, acting as a liaison agent between the CSC.

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, 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
• 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 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
• 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

• Available to work shift patterns (earliest start 8am, latest finish 8pm) as well as weekends (Saturdays & Sundays)
• 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 written a spoken English
• Fluency in a Nordic language (Swedish, Norwegian, Danish, Finnish) is highly desirable, but not required