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 experiences through 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
- Availibility 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!
Watch this video to get a sneak peak of the job in action