[Hiring] Italian Team Manager for Luxury Travel & Hospitality Brand @Foundever®

Role Description

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.

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.
• Understand and comply with all regulatory, fair trading, and competition rules and adhere to Health, Safety and Security responsibilities.

Qualifications

• 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

Requirements

• 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

Company Description

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.