Team Manager Client Service Center

Summary

The Team Manager will lead and support a team of Client Advisors at the Irving client service center, driving performance against qualitative and quantitative KPIs and ensuring world class client experiences across inbound phone email chat and social media channels. This role requires strong coaching and performance management skills and the ability to implement action plans to meet team goals while modeling brand values.

Responsibilities

• Manage day to day operations and provide leadership for a team of Client Advisors
• Set individual and team goals and monitor performance against expectations
• Provide consistent coaching establish accountability and identify development needs
• Define and drive action plans to achieve qualitative and quantitative KPIs
• Support clienteling activities to enhance client experience and loyalty
• Maintain positive onsite presence and model company attitudes and brand values
• Collaborate with training initiatives and participate in department programs
• Use strategic agility to present ideas and influence business outcomes
• Work weekends evenings and holidays as required

Requirements

• Minimum 6 years experience leading others preferably in retail luxury retail digital selling or hospitality
• BA BS degree preferred
• Proven track record in developing high performing teams
• Strong analytical business intuition and ability to present and drive ideas
• Very proficient in Excel PowerPoint and Microsoft applications
• Excellent organization and effective time management skills
• Ability to multitask and use multiple systems simultaneously
• Availability to work weekends evenings and holidays
• Role reports onsite in Irving