Team Coach Inplant

Amex GBT is a place where colleagues find inspiration in travel as a force for good and - through their work - can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.As a Team Coach, you’ll lead a highly skilled team of approximately 25-35 Travel Counselors. If you thrive on variety in work, building relationships with clients and colleagues, and empowering teammates to achieve their goals, we hope you apply.What We’re Looking ForProven leadership experience (minimum 3-5 years in team management/coaching roles at Call Center)Advanced English proficiencyStrong interpersonal and communication skillsData-driven decision-making capabilitiesDemonstrated ability to analyze complex business metricsSabre GDS system experienceAdvanced proficiency in SalesforceProficient in Microsoft Office Suite (Excel, PowerPoint, Teams)Ability to motivate and develop high-performing teamsMust be physically located in Mexico City (CDMX) -Workplace location: Montes Urales 505, Lomas de Chapultepec. Miguel Hidalgo.What You’ll DoPeople (75%)Lead and coach a team of Travel CounselorsProvide regular, documented coaching and feedback to team membersInvestigate service and quality errors with a curious mentality, and provide helpful feedbackCollaborate with HR to determine performance ratings and action plans in alignment with Amex GBT standardsFacilitate account-specific onboarding and training for new hires after the initial centralized Traveler Care training program is completeCollaborate with fellow team coaches - share information, achievements, and issuesListen to calls as required to validate service levels and compliance standardsCustomer (25%)Be the voice of Traveler Care for new technological implementationsParticipate in meetings with commercial client management partners when necessary, providing operational information needed for customer-facing conversationsResearch and resolve client service concerns; develop strategy and craft messaging for the Traveler Care team and commercial peersAnalyze, act, and communicate results on CSAT performanceKeep the team informed on changes to client travel policiesCollaborate with Team Operations to achieve and exceed client expectations based on contractual service level requirementsLocation Mexico City, MexicoClick here to learn more about the benefits we offer in Mexico.The #TeamGBT Experience**Work and life**: Find your happy medium at Amex GBT.Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.**Travel perks**: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.And much moreClick Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.