Italian Team Manager for Luxury Travel & Hospitality Brand (Nightshift) - Work from Home, Italy
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Job Description:
Come and work with us.
We are looking for a talented and accomplished Italian Team Manager to be responsible for supervising an assigned team to meet or exceed client/corporate goals, and for coaching and motivating advisors by providing the skills and knowledge to perform their job.
Airbnb is a trusted online community marketplace for unique accommodation around the world, united to create a world where anyone can belong anywhere, offering exceptional homes and personalized luxury travel experiencesthrough its premium service.
As a Team Manager in this project, your daily responsibilities will include:
Apply a process of continuous review and proactive management of absenteeism and attrition for all Advisors in the team, ensuring return to work and exit interviews are completed.
Continually review and monitor the work performance of all Advisors against agreed KPIs, instigating appropriate corrective action, and using performance management tools, to manage any shortfall.
Undertake formal quarterly performance reviews and 1:1 monthly meetings with each Advisor, ensuring objectives are continuously reviewed and linked to business KPIs.
Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
Facilitate a culture of open and honest 2-way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practices.
Maintain an environment that supports the spirit of teamwork, where Advisors are committed, loyal, and take pride in working for the company; ensure actions from employee satisfaction surveys are implemented and continuously reviewed.
Coach, develop, and motivate Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development.
Continuously monitor Advisor calls in line with CLOE, either via deskside or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved.
Ensure accurate and timely communication of any client/campaign issues to the Operations Manager.
Ensure actions from Employees Satisfaction surveys are implemented and continuously reviewed.
Understand and comply with all regulatory, fair trading, and competition rules and adhere to Health, Safety and Security responsibilities.
To succeed in the role, you will need to have:
Previous experience in Luxury and Premium Support - mandatory
Availability to work Nightshifts - mandatory
Native or proficient level of Italian (C2)
Native or proficient level of English (C2)
Evidence of effective interpersonal, coaching, and leadership skills
Excellent telephone, keyboard, verbal and written communication skills
Good numeric and verbal reasoning skills
Effective time management
Ability to organize and prioritize, set priorities and multi-task
High-speed internet access and appropriate conditions for remote work
Knowledge/abilities
People-oriented
Sales skills
An element of gravitas
Experience with policy work
Early adopter of technology
Dependable, reliable, and able to perform duties with minimum supervision
Ability to interact positively with staff at all levels
Education and experience
2/3-year college degree or directly related work experience.
Previous relevant experience as Team Manager
Benefits.
Competitive wages
Paid professional training
Employee discounts
Private healthcare & dental insurance (after six months of employment)
Growth opportunities through various development programs
Fun and engaging company‑wide initiatives, including our EverBetter wellness program
Job stability
Life‑long skills and experience
Excellent work culture
Go further with Foundever®
We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.
Apply today! xlwpduy
Watch this video to get a sneak peak of the job in action
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Per questa posizione sono disponibili opzioni di lavoro a distanza/a casa.