18 ene
Amex
Xico
**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 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
- 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.
- Encourage team members to own first resolution of service issues and provide the necessary coaching.
- Encourage risk-taking and empowerment within the agreed process and standards to address customer needs.
**Analyze, Communicate and Innovate**:
- Analyze metrics and any issues that could affect achievement of service levels immediately.
- Analyze performance management data, andidentifying opportunities to further drive Customer
satisfaction, Service levels,
Sales point rate, Average handling time, Profitability, Schedule adherence, etc.
- Monitor customer servicing calls, and identifying opportunities to ensure flawless servicing
- Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services
- Ensure compliance for all processes and policies
- Analyze skills andabilities to identify individual strengths and opportunities to develop action plans.
- Plan, and prepare for dailycoaching activities to develop and motivate individuals
- Continuallydevelop skills required for Team Leader effectiveness, andseek opportunities to learn from peers.
- Communicate the current state of the business regularly and help team to understand departmental priorities and the impact of these on their role.
- Foster open communication by conducting regular meaningful team meetings/huddles to share success and challenges.
- Use communication and role modeling to ensure all team members understand clearly what behaviors are required to provide extraordinary customer care.
**QUALIFICATIONS**
- A natural and inspirational coach
- a provenmotivator of people
- A passionfor, andexperience in, the deliveryof premium customer service
- Proven ability to handle multiple priorities, work ina fast paced environment and make decisions quickly
- Demonstrated superior communication/interpersonal skills
- Effective mediator
- Creative anddynamic thinker
- Flexible
- Proven ability t
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.