What you'll do
- Supervise Professional Products Beauty Advisors and provide front-line direction
- Sustain training, professional development and employee engagement
- Manage operational performance against KPIs and SLAs
- Analyze reports and statistical data to identify root causes of underperformance
- Apply critical thinking to develop solutions that improve business performance and partner success
- Motivate teams through relationship building and real-time coaching
- Develop incentive programs to help Advisors achieve desired outcomes
- Coordinate staffing schedule changes with Operations Support or Workforce Management
- Resolve issues collaboratively with internal departments
- Contribute operational knowledge and insights in partner meetings
- Maintain expert knowledge of partner products and promotions
- Demonstrate a positive work ethic and commitment to strong outcomes
- Act as a role model and exemplify company cultural values
Key requirements
- 1+ years' experience
- Team supervision; Training and professional development; Real-time coaching
- KPI and SLA management; Operational reporting and analysis
- Root cause analysis; Critical thinking
- Staffing schedule coordination; Escalation management
- Customer service; Typing accuracy
- Hair color expertise; Partner product and promotion knowledge
- Spreadsheet applications
- General Education / Business Administration
Benefits
- No benefits or compensation details are provided.
- Work is onsite at the company’s campus in Athens, Greece.
About the job
We’re looking for a Team Lead, Professional Products Beauty to provide front-line direction to our Professional Products Beauty Advisors, ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.
As Team Lead, Professional Products Beauty, You Will…
Manage and supervise Professional Products Beauty Advisors.
Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees.
Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements.
Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas.
Use critical thinking to develop solutions to improve business performance and partner success.
Motivate teams through relationship building and real-time coaching.
Develop incentive programs to motivate Professional Products Beauty Advisors to achieve desired outcomes.
Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team.
Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues.
Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings.
Gain expert level knowledge on all partner products and promotions.
Demonstrate a positive work ethic and commitment to achieve the best possible outcomes.
Act as a role model and exemplify our 10 Things (cultural values).
As Team Lead, Professional Products Beauty, You Need…
High school diploma or equivalent (required).
Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered).
A Cosmetology license (valid, previous, or inactive), or 2 to 5 years of salon experience supporting hair color or demonstrating hair color expertise.
1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role.
Experience dealing with escalated issues in a contact center capacity.
The ability to type 35 WPM with accuracy.
Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset.
Ability to use spreadsheet applications to maintain and develop operational reports.
Exceptional time management, organizational, and prioritization skills to complete work promptly.
Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment.
The ability to work a variety of shifts, including days, evenings, and holidays.
The understanding that you will be working on site at our state-of-the-art campus in Athens, Greece.
