Team Manager

6日前

Shibuya City Ten Group Full time

世界に20拠点を構えるグローバル企業であなたらしく活躍してみませんか?

Tenは1998年に創立し「ライフスタイルマネジメント」というコンセプトを考案いたしました。

以来、会員様のニーズに応え日常に寄り添っていく中で、真のライフスタイルマネージャーとして進化してまいりました。今日、会員様ご自身では実現が難しい手配を、様々な方法を用いてご提供しております。

Tenはトラベル、ダイニング、エンターテイメントの分野において、長年にわたるパートナーとの提携により、唯一無二のサービスを提供することに成功いたしました。またテクノロジーへの積極的な投資により、他社にはない満足度の高いユーザーエクスペリエンスを創出しております。さらに、Tenはすべての会員様に行き届いたサービスを提供し続ける従業員を大切にし、組織全体の成長を促進しております。

■コンシェルジュサービス ダイニングチーム Team Manager募集

スタッフ約15名 Manager2名体制(1名追加募集)

【業務内容】

〇チームマネージメント

・スタッフ管理

・1:1

・2次対応、エスカレーション対応

⇒対応品質向上に向けての施策、企画、運用

■JOB SUMMARY:

At Ten our goal is simple, to become the most trusted service business in the world. We are already the global market leader for lifestyle management and concierge services, providing services from a 24 + strong global office network with almost a thousand employees. Our Japan business ('Ten Japan') is a significant part of Ten's overall business and is one of our most demanding markets for customer service. Our ability to build a strong, trusted service in the Japanese market relies entirely on having great people – happy, motivated staff that grow and develop at Ten for the long-term. Achieving this requires strong, supportive leadership.

The Team Manager is a crucial leader in the business and oversees the service delivery teams that are comprised of Lifestyle Managers and Service Ambassadors.

You help over the operation day-to-day, and your priority is your team. You ensure they are supported and clear on the plan for the day and how to work together to manage all live requests that have come in from members.

■Core responsibilities

  • Day-to-day team management; ensure team are organized for the shift, planning allocation, new starter support and homepage management
  • 1:1 support and coaching; through monthly appraisals that focus on performance and development, and 'ad-hoc' catch ups through the week to provide support on specific issues and challenges faced by your team
  • Other areas of operations management including QA
  • Manage teams attendance, return to work meetings, OT planning and sign-off
  • Support and drive the career development plans for each employee
  • Business analysis using Tableau and other data to determine root-causes and plan solutions
  • Complaints Handling
  • Morale management and team culture – praise, support, recognise and encourage your team through the day, week and month
  • Ensuring you cascade and share communication updates into your team so people understand what is happening around the business and across Ten Japan
  • Set up and manage your teams 'LM Scorecards' to support proper 1:1s (above) and the bonus cycle
  • To own your own development as a manager and work with your line manager to have effective monthly 1:1s and development conversations with good preparation and documentation of goals, objectives and progress

    • Requirements

    マネージャー経験 約5年程度

    少人数のチームではなく、10名以上のチームマネージャー経験のある方

    • コールセンター、カスタマーセンターでのマネージャー経験
    • 向上心をもって働くことのできる方
    • 自発的に行動できる方
    • チームをまとめることができる方

    ★英語のスキルを活かしたい方(英語スキルは必須ではございません)

    Benefits

    • 社会保険完備
    • 産前・産後休暇、育児休暇制度
    • 介護休暇制度
    • リフレッシュルームのお菓子、ドリンク無料提供
    • 勤続休暇制度

    ※5年、10年など会社に在籍している方には最長1カ月の休暇が取得可能

    • リモートワーク導入中(6か月の試用期間後)

    就業時間 07:00 ~ 23:00(勤務時間8時間)

    休憩時間 60分

    残業 月 10 時間 ~ 20 時間程度

    【シフト制】

    土日祝を含めた勤務体制

    その年の土曜日及び日曜日、並びに「国民の祝日に関する法律」に定める休日を合計した日数とし、各月シフトにより決定する。

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