Team Manager - Customer Service Supervisor

Want to be part of the Ten team? It's your time!

As a Premium Team Manager you will attract, impress, and retain some of our most important members at Ten, including top entrepreneurs and leaders in the worlds of business, sport, and entertainment. You will be expected to offer the very best service to an intimate and demanding group of members and your sole focus will be ensuring that you enable each individual member to truly live their life x Ten trough managing our private concierge service delivery team.

To do this, you should ensure that Premium Concierge Service is seamless, tailored, adds value and is responsive; from the 1st contact through to engaged and loyal our members. Your team will be expert at building relationships and delivering what the members need, sometimes before they know they know that themselves.

Luxury is synonymous with quality, prestige, and affluence. To create a luxury high end experience for your business, you have to focus on your ideal clients, visual elements, and deliver on your promises. You will be required to create a luxury brand service focus on quality, not quantity. Remember, you don't need to get everyone's attention. Wow your ideal clients by providing top-notch service. Create a personal experience for your customers by offering an amazing customer journey. You will need to create a genuine connection and deliver an experience they won't be able to stop raving about.

At Ten, we believe that every team should benefit from inspiring and motivational leadership. In this role, you will lead a team of specialist Lifestyle Managers in line with our company values - Member Focused, Trustworthy and Pioneering. You will be an active member of the Brazil team, working to hit client SLAs and Ten service standards. In addition to development of your team members, your success will be measured against challenging team targets, including but not limited to:

• Team efficiency
• Supplier Revenue
• QA scores
• Member Feedback
• Response Times
• Phone Availability

The main activities will be:

• Set your team’s direction and strategy, and hold your team accountable for the delivery of this strategy
• Agree personal development goals for each member of your team
• Support Lifestyle Managers’ progress through formal development programs, increasing staff retention and ensuring effective succession planning
• Identify and develop high-caliber performers so that they progress within Ten.
• Hold each Lifestyle Manager in your team to basic minimum standards as agreed by Ten
• Inspire your Lifestyle Managers to deliver above and beyond the minimum expectations of their role
• Maintain a working knowledge of Ten’s clients, and the requirements of servicing their programs
• Learn and stay up-to-date on news and trends in your team’s specialism
• Play an active role in sourcing and assessing new talent for Ten
• Work with IT, the Training Department and your experienced Lifestyle Managers to provide a welcoming and effective onboarding experience for new hires into your team
• Complete and submit time cards and HR forms in a timely manner
• Manage timeliness and attendance in your team in line with Ten’s Time and Attendance Policy
• Management of Junior and Plenos LMs. Managing the Junior and Plenos LMs in order to develop them and give all support necessary.
• Shift Management. Checking if the LM is working according to their shifts and reports to HR any situation regarding absence, sick notes, delays, etc.
• Guardian activities. Responsible for being available to ask questions from the LMs in any procedure necessary.
• Appraisal Management & LMs Feedbacks. Responsible for providing the Appraisal to LMs per quarter, One to One, or giving feedbacks constantly when necessary.
• Complaints support and resolution. Giving support when necessary with member’s complaints and solving problems to ensure member’s satisfaction.
• QA Monitoring (LMs). Responsible for monitoring and evaluating LM’s calls, checking if they are following all procedures and meeting the expectation of members.
• Allocation of jobs if required. Working in a team building with allocators, evaluating the allocation of jobs.
• Attend internal meetings. Participating in internal meeting with other TMs, Heads or any other important meetings.
• Self-development through. TM is responsible for self-development, bringing new ideas, courses, benchmarking from other companies and contributing with the company knowledge.
• E-learning tool. Learning and accessing e-learning tool as Ten Learning to develop technical and behavior skills as TM.
• Support with reports. Helping and giving support other Senior TMS to make the Service Delivery results, getting validation with Senior II TM to report it

Interested? The requirements to apply for the position are:

• Previous experience in a leadership role or strong experience with luxury concierge
• Bachelor’s degree
• Intermediate or Advanced level of English or Spanish, both written and spoken

We encourage diverse philosophies, cultures and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. All aspects of our relationship, including the decision to hire, promote, discipline and terminate, will be based on merit, competence performance and business needs.