Summary
Lead and support a team of Client Advisors in the Client Service Center to deliver exceptional client experiences across phone, email, chat and social media. Drive team performance through coaching, goal setting, and development while ensuring achievement of qualitative and quantitative KPIs and adherence to brand standards.
Responsibilities
- Manage day-to-day operations and provide consistent leadership presence for Client Advisors
- Set individual and team goals and monitor performance against expectations
- Provide coaching, feedback, and establish accountability to develop team capabilities
- Identify training and development needs and implement action plans
- Drive attainment of KPIs and clienteling activities through strategic initiatives
- Maintain up-to-date product and brand knowledge and participate in training
- Use analytical skills to present insights and drive business ideas
- Support scheduling and ensure coverage including weekends evenings and holidays
- Promote a positive team culture aligned with brand values
Requirements
- Minimum 6 years experience leading teams in retail luxury digital selling or hospitality
- Proven track record in developing high performing teams
- Strong business intuition and analytical abilities
- Highly proficient in Excel PowerPoint and Microsoft applications
- Excellent organizational and time management skills
- BA or BS degree preferred
- Ability to multitask and use multiple systems simultaneously
- Availability for weekends evenings and holidays
- Role reports onsite in Irving TX
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