Supervisor de Atendimento - Team Manager

As Junior Team Manager, you will be managing LMs. As this is the first step of leadership, we believe you will be developing some skills of leadership, learning and demonstrating your interests in improving your competences towards the challenges you will face as team manager. You will be focused on increasing and performing fast, collaborating with the leadership team to deliver the best results in your area. You will be responsible for the personal development of each member of your team, and for their collaboration and teamwork. 

You will…

·         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 North America Management

·         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 LMs. Managing the Junior 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.

• Bachelor's degree or attending a degree
• Intermediate or Advanced level of English
• Experience in leadership and team management
• Experience in travel/tourism/customer service/hospitality industry

Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

Rewards designed around you:

• A competitive salary depending on experience.
• Hybrid working. You can combine working from home and working from the office.
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them.
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave.
• Extra Rewards. Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of Ten.
• Remote Working Holidays - possibilities to Travel and Work anywhere in the world!
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
• Be part of our global, dynamic, and inclusive Team, with diversity at its core.
• Genuine career opportunities within a dynamic and international company.

Who We Are
Ten Life Group is a global luxury concierge service, and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High-Networth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world.

We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.

To find out more about Ten, please watch this short video This is what we Do!

Commitment to Diversity

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