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Team Leader-operations
hace 4 meses
You Lead the Way. We’ve Got Your Back.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. Here, you’ll learn and grow as we champion your meaningful career journey with programs, benefits, and flexibility to back you personally and professionally. Every colleague shares in the company’s success.
Since the beginning, American Express has been defined by its ability to innovate, evolve, disrupt, and take risks. What has remained consistent throughout the years is our dedication to our customers, to our colleagues, and the values on which American Express was built: Integrity, Quality, Respect and Community.
Our successful Team Leader has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team and foster exceptional business results.
American Express is one of the most respected brands around the world. Our open, creative, and collaborative culture is truly why we have regularly win the best workplace awards. If you’re ready to take on a challenge, make an impact and want to continue to grow your career, American Express is the place to be.
**Responsibilities**:
- Deliver tailored and effective coaching to a group of phone Customer Care Professionals.
- Conduct regular coaching sessions to observe individual performance and provide clear actionable feedback in one-to-one sessions.
- Inspire and motivate colleagues to have a passion to serve, own customer related challenges and encouraging team members to seek resolution for our customers.
- Create an environment in which all team members feel their contribution is valued and heard.
- Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance
- Empower team members to own first resolution of service-related challenges.
- Ensure adequate staffing levels and partnering with the Director to ensure the strong support of our inbound servicing levels.
- Participate in the selection, training and development of high performing and highly engaged colleagues.
- Lead and maintain employee satisfaction and engagement by using reward and recognition tools available
- Lead by example, promoting blue box behaviors and encouraging an effective and positive work environment.
- Challenge your team to ‘raise the bar’ and drive continuous improvement.
- Analyze performance management data, identifying opportunities to further drive Overall Customer Satisfaction, Service Levels, and Inventory expectations.
- Ensure our colleagues remain compliant in our policies and/or procedures.
- Communicate the current state of the business regularly and help team to understand departmental priorities and the impact of these on their role.
**Skills/Qualifications**:
- Minimum 1 year experience as a leader in a Contact Center environment
- A passion for, and experience in, the delivery of premium customer service
- Proven ability to handle multiple priorities, work in a fast-paced environment and make decisions quickly
- Demonstrated superior communication/interpersonal skills
- Effective mediator
- Creative and dynamic thinker
- Proven ability to drive improvements in team performance
- Must be flexible to work any schedule/hours to support our servicing levels:
- Monday-Friday: 8:00am - 9:00pm ET
- Saturday-Sunday: 10:00am-6:30pm ET
- English language fluency required
