18 ene
Amex
Xico
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**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.
**JOB DESCRIPTION**This exciting Team Leader role is the coach to a team of highly skilled and motivated Customer Care Professionals (CCPs).As an inspiring coach, the Team Leader will set team andindividual performance goals and use performance metrics and reporting to drive performance and business results.
They will monitor customer interactions to ensure extraordinary service, and will provide consistent and ongoing coaching and feedback to ensure their teams are performing at their highest levels.Our Team Leader is an entrepreneur who is an advocate andsupporter for both their employees and their customers.
They thrive inambiguity and constantly strive for continuous improvement.
They are intellectually curious, constantly seeking informationabout their team, the business, the industry, and they share a passion for growth and knowledge with their teams and peers.
The Team Leader is responsible andaccountable for delivering Operation Effectiveness and Excellence.This position operates in a 24/7 environment, including working in shifts and on weekends.
On-Going flexibility is required- Here's just some of what you'll do in this role:_**Motivate,
Collaborate and Inspire**:- Deliver tailored, inspirational and effective coaching to CCPs- Hold regular sessions to observe individual performance and provide honest and actionable feedback through one-on-one sessions.- Inspire and motivate team members to have a passionto serve- Create an environment in which the employee feels their contribution is valued inextraordinary customer service- Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance- Ensure adequate staffing levels to maintain service levels and employee satisfaction- Participate in the selection, training and development of high performing and highly engaged team members- Lead and maintain employee satisfaction and engagement by using reward and recognition toolsavailable- 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- Build talent pipeline by identifying staff with high potential for succession planning and coaching.- Follow up on requests by leader, peers and direct reports consistently
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.