Know the way forward. Show the way forward. Our dynamic Team Leaders create an engaging and high performing environment to manage, lead and coach a team of dedicated Travel Consultants who provide leisure travel services to our Premium Card Members. Passionate about customer commitment, they use their strong leadership skills to motivate and inspire the team to deliver extraordinary service by surpassing the expectations of American Express Card Members and reaching our business goals with outstanding results. Don't create followers. Create future leaders. If there's a way to give our customers what they want, you'll find it. And that means knowing how to: * Inspire your team to achieve their goals at an individual and team level * Evaluate your teams performance, and provide consistent coaching and feedback to drive continuous improvement * Recognize key performance indicators and create individual development and action plans that are owned and driven by the employees * Conduct team meetings, to lead your team through change or to ensure they are informed of any issues which may affect the way they service our Card Members * Ensure first-class service delivery is the main priority Do you have what it takes to build a career here? * A minimum of 3 years direct leadership experience, coaching and developing a team * Experience in a service oriented environment * Demonstrated passion for service with the ability to resolve customer issues and concerns, inspiring loyalty to the brand * Maintain resilience, composure and remain positive under pressure and changing circumstances at all times * Strong consultative coaching skills with ability to confidently motivate and inspire a team * Ability to drive and measure business results * Strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint * Good time management and can effectively prioritize team workloads * Excellent written and verbal communication skills * Bachelor Degree is preferred * Travel or hospitality industry experience, with knowledge of a GDS reservation / booking system a plus * Call center experience a plus This position is supporting a team in the East region. Hours of operation are from 5:00am - 2:30am. Although this position is open virtually, the Eastern Time Zone is preferred. Work at Home Requirements: * Through our Bring Your Own Internet (BYOI) Program, you will be required to locate a phone and internet service provider who meets our connectivity requirements and arrange connections in advance of your class start date.? * American Express will provide BYOI participants a monthly allowance to help offset costs of phone and internet services. In addition, you would receive an additional one time allowance to offset installation fees.? * Current minimum speed requirements are 25 mbps download x 5 mbps upload speeds, preferably through broadband cable or fiber optic services (WiFi, Satellite, or DSL is not permitted).? * Dedicated analog landline phone (no VOIP) is required.? Phone modem (vs. a wall jack) preferred where available.? Additional Requirements: * A secure home office, located at your confirmed address of residence, free from background noise or other distractions? * Candidates must resided in one of 48 states where we currently hire (all U.S. states, with the exception of Alaska and California).? If you live within 35 miles of one of our TLS Service Centers (Phoenix, AZ? or Sunrise, FL), you may be required to work in the Service Center.? Why American Express? What you choose to do for a living is one of the most meaningful decisions you can make. At American Express, our job is to help you excel at yours.?We provide experiences to become a great leader, a world of opportunities to grow your career, and an inclusive culture to help you thrive. Because the best way to back our customers is to back our people. The powerful backing of American Express.?? American Express is an equal opportunity employer.? Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions. **Job** *Travel* **Title:** *Virtual Team Leader, Travel & Lifestyle Services, East Region* **Location:** *IN-Indianapolis* **Requisition ID:** *19013574*
Aug 09, 2019
Know the way forward. Show the way forward. Our dynamic Team Leaders create an engaging and high performing environment to manage, lead and coach a team of dedicated Travel Consultants who provide leisure travel services to our Premium Card Members. Passionate about customer commitment, they use their strong leadership skills to motivate and inspire the team to deliver extraordinary service by surpassing the expectations of American Express Card Members and reaching our business goals with outstanding results. Don't create followers. Create future leaders. If there's a way to give our customers what they want, you'll find it. And that means knowing how to: * Inspire your team to achieve their goals at an individual and team level * Evaluate your teams performance, and provide consistent coaching and feedback to drive continuous improvement * Recognize key performance indicators and create individual development and action plans that are owned and driven by the employees * Conduct team meetings, to lead your team through change or to ensure they are informed of any issues which may affect the way they service our Card Members * Ensure first-class service delivery is the main priority Do you have what it takes to build a career here? * A minimum of 3 years direct leadership experience, coaching and developing a team * Experience in a service oriented environment * Demonstrated passion for service with the ability to resolve customer issues and concerns, inspiring loyalty to the brand * Maintain resilience, composure and remain positive under pressure and changing circumstances at all times * Strong consultative coaching skills with ability to confidently motivate and inspire a team * Ability to drive and measure business results * Strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint * Good time management and can effectively prioritize team workloads * Excellent written and verbal communication skills * Bachelor Degree is preferred * Travel or hospitality industry experience, with knowledge of a GDS reservation / booking system a plus * Call center experience a plus This position is supporting a team in the East region. Hours of operation are from 5:00am - 2:30am. Although this position is open virtually, the Eastern Time Zone is preferred. Work at Home Requirements: * Through our Bring Your Own Internet (BYOI) Program, you will be required to locate a phone and internet service provider who meets our connectivity requirements and arrange connections in advance of your class start date.? * American Express will provide BYOI participants a monthly allowance to help offset costs of phone and internet services. In addition, you would receive an additional one time allowance to offset installation fees.? * Current minimum speed requirements are 25 mbps download x 5 mbps upload speeds, preferably through broadband cable or fiber optic services (WiFi, Satellite, or DSL is not permitted).? * Dedicated analog landline phone (no VOIP) is required.? Phone modem (vs. a wall jack) preferred where available.? Additional Requirements: * A secure home office, located at your confirmed address of residence, free from background noise or other distractions? * Candidates must resided in one of 48 states where we currently hire (all U.S. states, with the exception of Alaska and California).? If you live within 35 miles of one of our TLS Service Centers (Phoenix, AZ? or Sunrise, FL), you may be required to work in the Service Center.? Why American Express? What you choose to do for a living is one of the most meaningful decisions you can make. At American Express, our job is to help you excel at yours.?We provide experiences to become a great leader, a world of opportunities to grow your career, and an inclusive culture to help you thrive. Because the best way to back our customers is to back our people. The powerful backing of American Express.?? American Express is an equal opportunity employer.? Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions. **Job** *Travel* **Title:** *Virtual Team Leader, Travel & Lifestyle Services, East Region* **Location:** *IN-Indianapolis* **Requisition ID:** *19013574*
Know the way forward. Show the way forward. Our dynamic Team Leaders create an engaging and high performing environment to manage, lead and coach a team of dedicated Travel Consultants who provide leisure travel services to our Premium Card Members. Passionate about customer commitment, they use their strong leadership skills to motivate and inspire the team to deliver extraordinary service by surpassing the expectations of American Express Card Members and reaching our business goals with outstanding results. Don't create followers. Create future leaders. If there's a way to give our customers what they want, you'll find it. And that means knowing how to: * Inspire your team to achieve their goals at an individual and team level * Evaluate your teams performance, and provide consistent coaching and feedback to drive continuous improvement * Recognize key performance indicators and create individual development and action plans that are owned and driven by the employees * Conduct team meetings, to lead your team through change or to ensure they are informed of any issues which may affect the way they service our Card Members * Ensure first-class service delivery is the main priority Do you have what it takes to build a career here? * A minimum of 3 years direct leadership experience, coaching and developing a team * Experience in a service oriented environment * Demonstrated passion for service with the ability to resolve customer issues and concerns, inspiring loyalty to the brand * Maintain resilience, composure and remain positive under pressure and changing circumstances at all times * Strong consultative coaching skills with ability to confidently motivate and inspire a team * Ability to drive and measure business results * Strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint * Good time management and can effectively prioritize team workloads * Excellent written and verbal communication skills * Bachelor Degree is preferred * Travel or hospitality industry experience, with knowledge of a GDS reservation / booking system a plus * Call center experience a plus This position is supporting a team in the East region. Hours of operation are from 5:00am - 2:30am. Although this position is open virtually, the Eastern Time Zone is preferred. Work at Home Requirements: * Through our Bring Your Own Internet (BYOI) Program, you will be required to locate a phone and internet service provider who meets our connectivity requirements and arrange connections in advance of your class start date.? * American Express will provide BYOI participants a monthly allowance to help offset costs of phone and internet services. In addition, you would receive an additional one time allowance to offset installation fees.? * Current minimum speed requirements are 25 mbps download x 5 mbps upload speeds, preferably through broadband cable or fiber optic services (WiFi, Satellite, or DSL is not permitted).? * Dedicated analog landline phone (no VOIP) is required.? Phone modem (vs. a wall jack) preferred where available.? Additional Requirements: * A secure home office, located at your confirmed address of residence, free from background noise or other distractions? * Candidates must resided in one of 48 states where we currently hire (all U.S. states, with the exception of Alaska and California).? If you live within 35 miles of one of our TLS Service Centers (Phoenix, AZ? or Sunrise, FL), you may be required to work in the Service Center.? Why American Express? What you choose to do for a living is one of the most meaningful decisions you can make. At American Express, our job is to help you excel at yours.?We provide experiences to become a great leader, a world of opportunities to grow your career, and an inclusive culture to help you thrive. Because the best way to back our customers is to back our people. The powerful backing of American Express.?? American Express is an equal opportunity employer.? Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions. **Job** *Travel* **Title:** *Virtual Team Leader, Travel & Lifestyle Services, East Region* **Location:** *ID-Boise* **Requisition ID:** *19013574*
Aug 09, 2019
Know the way forward. Show the way forward. Our dynamic Team Leaders create an engaging and high performing environment to manage, lead and coach a team of dedicated Travel Consultants who provide leisure travel services to our Premium Card Members. Passionate about customer commitment, they use their strong leadership skills to motivate and inspire the team to deliver extraordinary service by surpassing the expectations of American Express Card Members and reaching our business goals with outstanding results. Don't create followers. Create future leaders. If there's a way to give our customers what they want, you'll find it. And that means knowing how to: * Inspire your team to achieve their goals at an individual and team level * Evaluate your teams performance, and provide consistent coaching and feedback to drive continuous improvement * Recognize key performance indicators and create individual development and action plans that are owned and driven by the employees * Conduct team meetings, to lead your team through change or to ensure they are informed of any issues which may affect the way they service our Card Members * Ensure first-class service delivery is the main priority Do you have what it takes to build a career here? * A minimum of 3 years direct leadership experience, coaching and developing a team * Experience in a service oriented environment * Demonstrated passion for service with the ability to resolve customer issues and concerns, inspiring loyalty to the brand * Maintain resilience, composure and remain positive under pressure and changing circumstances at all times * Strong consultative coaching skills with ability to confidently motivate and inspire a team * Ability to drive and measure business results * Strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint * Good time management and can effectively prioritize team workloads * Excellent written and verbal communication skills * Bachelor Degree is preferred * Travel or hospitality industry experience, with knowledge of a GDS reservation / booking system a plus * Call center experience a plus This position is supporting a team in the East region. Hours of operation are from 5:00am - 2:30am. Although this position is open virtually, the Eastern Time Zone is preferred. Work at Home Requirements: * Through our Bring Your Own Internet (BYOI) Program, you will be required to locate a phone and internet service provider who meets our connectivity requirements and arrange connections in advance of your class start date.? * American Express will provide BYOI participants a monthly allowance to help offset costs of phone and internet services. In addition, you would receive an additional one time allowance to offset installation fees.? * Current minimum speed requirements are 25 mbps download x 5 mbps upload speeds, preferably through broadband cable or fiber optic services (WiFi, Satellite, or DSL is not permitted).? * Dedicated analog landline phone (no VOIP) is required.? Phone modem (vs. a wall jack) preferred where available.? Additional Requirements: * A secure home office, located at your confirmed address of residence, free from background noise or other distractions? * Candidates must resided in one of 48 states where we currently hire (all U.S. states, with the exception of Alaska and California).? If you live within 35 miles of one of our TLS Service Centers (Phoenix, AZ? or Sunrise, FL), you may be required to work in the Service Center.? Why American Express? What you choose to do for a living is one of the most meaningful decisions you can make. At American Express, our job is to help you excel at yours.?We provide experiences to become a great leader, a world of opportunities to grow your career, and an inclusive culture to help you thrive. Because the best way to back our customers is to back our people. The powerful backing of American Express.?? American Express is an equal opportunity employer.? Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions. **Job** *Travel* **Title:** *Virtual Team Leader, Travel & Lifestyle Services, East Region* **Location:** *ID-Boise* **Requisition ID:** *19013574*
Our Card Members expect the best - they want personalized, VIP service, and they want it delivered consistently. At American Express we want to provide the ultimate experience in service - meeting the unique needs of our members and exceeding their expectations in every interaction. Our successful Team Leader has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team to drive exceptional business results. 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 and individual 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 and supporter for both their employees and their customers. They thrive in ambiguity and constantly strive for continuous improvement. They are intellectually curious, constantly seeking information about 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 and accountable for delivering Operation Effectiveness and Excellence. This position operates in a 24/7 environment, including working in shifts and on weekends. Ongoing flexibility is required. 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 * Provide second-level customer support through taking escalated calls * Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance * Encourage team members to own first resolution of service issues and provide the necessary coaching * 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 * Inspire and motivate team members to have a passion to serve * Create an environment in which the employee feels their contribution is valued in extraordinary customer service * 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 risk-taking and empowerment within the agreed process and standards to address customer needs Analyze, Communicate and Innovate * Analyze metrics and quickly resolve any issues that could affect achievement of service levels * Analyze performance management data, identifying opportunities to further drive Overall Customer Satisfaction, Service Levels, Sales Point Rate, Average Call Handling Time, Profitability, Schedule Adherence, etc. * Monitor customer servicing calls, and identify 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 and abilities to identify individual strengths and opportunities to develop action plans * Plan and prepare for daily coaching activities to develop and motivate individuals * Continually develop skills required for Team Leader effectiveness, and seek 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 . * 3-5 years leading a team in a metric driven environment is strongly preferred * A natural and inspirational coach - a proven motivator of people * 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 * Flexible * Proven ability to drive improvements in team performance * Proficient in Microsoft applications such as Word and Excel * People leadership experience * Experience in a Contact Center environment; virtual CEN experience preferred Additional Requirements: * A secure home office free from background noise or other distractions * Residence in one of 47 states where we currently hire (excluding Hawaii, Alaska and California). * Flexibility to work in a 24/7 environment (may include night and weekend shifts) * High school diploma or equivalent required; bachelor's degree preferred; education benefits available Additional Details: * Workplace Flexibility: Full time. Shift flexibility requirements * American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives * Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position. **Job** *Operations* **Title:** *Team Leader - Home Based Servicing* **Location:** *NY-Albany* **Requisition ID:** *19014092* by Jobble
Aug 01, 2019
Our Card Members expect the best - they want personalized, VIP service, and they want it delivered consistently. At American Express we want to provide the ultimate experience in service - meeting the unique needs of our members and exceeding their expectations in every interaction. Our successful Team Leader has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team to drive exceptional business results. 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 and individual 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 and supporter for both their employees and their customers. They thrive in ambiguity and constantly strive for continuous improvement. They are intellectually curious, constantly seeking information about 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 and accountable for delivering Operation Effectiveness and Excellence. This position operates in a 24/7 environment, including working in shifts and on weekends. Ongoing flexibility is required. 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 * Provide second-level customer support through taking escalated calls * Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance * Encourage team members to own first resolution of service issues and provide the necessary coaching * 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 * Inspire and motivate team members to have a passion to serve * Create an environment in which the employee feels their contribution is valued in extraordinary customer service * 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 risk-taking and empowerment within the agreed process and standards to address customer needs Analyze, Communicate and Innovate * Analyze metrics and quickly resolve any issues that could affect achievement of service levels * Analyze performance management data, identifying opportunities to further drive Overall Customer Satisfaction, Service Levels, Sales Point Rate, Average Call Handling Time, Profitability, Schedule Adherence, etc. * Monitor customer servicing calls, and identify 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 and abilities to identify individual strengths and opportunities to develop action plans * Plan and prepare for daily coaching activities to develop and motivate individuals * Continually develop skills required for Team Leader effectiveness, and seek 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 . * 3-5 years leading a team in a metric driven environment is strongly preferred * A natural and inspirational coach - a proven motivator of people * 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 * Flexible * Proven ability to drive improvements in team performance * Proficient in Microsoft applications such as Word and Excel * People leadership experience * Experience in a Contact Center environment; virtual CEN experience preferred Additional Requirements: * A secure home office free from background noise or other distractions * Residence in one of 47 states where we currently hire (excluding Hawaii, Alaska and California). * Flexibility to work in a 24/7 environment (may include night and weekend shifts) * High school diploma or equivalent required; bachelor's degree preferred; education benefits available Additional Details: * Workplace Flexibility: Full time. Shift flexibility requirements * American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives * Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position. **Job** *Operations* **Title:** *Team Leader - Home Based Servicing* **Location:** *NY-Albany* **Requisition ID:** *19014092* by Jobble
Know the way forward. Show the way forward. Our dynamic Team Leaders create an engaging and high performing environment to manage, lead and coach a team of dedicated Travel Consultants who provide leisure travel services to our Premium Card Members. Passionate about customer commitment, they use their strong leadership skills to motivate and inspire the team to deliver extraordinary service by surpassing the expectations of American Express Card Members and reaching our business goals with outstanding results. Don't create followers. Create future leaders. If there's a way to give our customers what they want, you'll find it. And that means knowing how to: * Inspire your team to achieve their goals at an individual and team level * Evaluate your teams performance, and provide consistent coaching and feedback to drive continuous improvement * Recognize key performance indicators and create individual development and action plans that are owned and driven by the employees * Conduct team meetings, to lead your team through change or to ensure they are informed of any issues which may affect the way they service our Card Members * Ensure first-class service delivery is the main priority Do you have what it takes to build a career here? * A minimum of 3 years direct leadership experience, coaching and developing a team * Experience in a service oriented environment * Demonstrated passion for service with the ability to resolve customer issues and concerns, inspiring loyalty to the brand * Maintain resilience, composure and remain positive under pressure and changing circumstances at all times * Strong consultative coaching skills with ability to confidently motivate and inspire a team * Ability to drive and measure business results * Strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint * Good time management and can effectively prioritize team workloads * Excellent written and verbal communication skills * Bachelor Degree is preferred * Travel or hospitality industry experience, with knowledge of a GDS reservation / booking system a plus * Call center experience a plus This position is supporting a team in the East region. Hours of operation are from 5:00am - 2:30am. Although this position is open virtually, the Eastern Time Zone is preferred. Work at Home Requirements: * Through our Bring Your Own Internet (BYOI) Program, you will be required to locate a phone and internet service provider who meets our connectivity requirements and arrange connections in advance of your class start date.? * American Express will provide BYOI participants a monthly allowance to help offset costs of phone and internet services. In addition, you would receive an additional one time allowance to offset installation fees.? * Current minimum speed requirements are 25 mbps download x 5 mbps upload speeds, preferably through broadband cable or fiber optic services (WiFi, Satellite, or DSL is not permitted).? * Dedicated analog landline phone (no VOIP) is required.? Phone modem (vs. a wall jack) preferred where available.? Additional Requirements: * A secure home office, located at your confirmed address of residence, free from background noise or other distractions? * Candidates must resided in one of 48 states where we currently hire (all U.S. states, with the exception of Alaska and California).? If you live within 35 miles of one of our TLS Service Centers (Phoenix, AZ? or Sunrise, FL), you may be required to work in the Service Center.? Why American Express? What you choose to do for a living is one of the most meaningful decisions you can make. At American Express, our job is to help you excel at yours.?We provide experiences to become a great leader, a world of opportunities to grow your career, and an inclusive culture to help you thrive. Because the best way to back our customers is to back our people. The powerful backing of American Express.?? American Express is an equal opportunity employer.? Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions. **Job** *Travel* **Title:** *Virtual Team Leader, Travel & Lifestyle Services, East Region* **Location:** *CO-Denver* **Requisition ID:** *19013574* by Jobble
Aug 01, 2019
Know the way forward. Show the way forward. Our dynamic Team Leaders create an engaging and high performing environment to manage, lead and coach a team of dedicated Travel Consultants who provide leisure travel services to our Premium Card Members. Passionate about customer commitment, they use their strong leadership skills to motivate and inspire the team to deliver extraordinary service by surpassing the expectations of American Express Card Members and reaching our business goals with outstanding results. Don't create followers. Create future leaders. If there's a way to give our customers what they want, you'll find it. And that means knowing how to: * Inspire your team to achieve their goals at an individual and team level * Evaluate your teams performance, and provide consistent coaching and feedback to drive continuous improvement * Recognize key performance indicators and create individual development and action plans that are owned and driven by the employees * Conduct team meetings, to lead your team through change or to ensure they are informed of any issues which may affect the way they service our Card Members * Ensure first-class service delivery is the main priority Do you have what it takes to build a career here? * A minimum of 3 years direct leadership experience, coaching and developing a team * Experience in a service oriented environment * Demonstrated passion for service with the ability to resolve customer issues and concerns, inspiring loyalty to the brand * Maintain resilience, composure and remain positive under pressure and changing circumstances at all times * Strong consultative coaching skills with ability to confidently motivate and inspire a team * Ability to drive and measure business results * Strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint * Good time management and can effectively prioritize team workloads * Excellent written and verbal communication skills * Bachelor Degree is preferred * Travel or hospitality industry experience, with knowledge of a GDS reservation / booking system a plus * Call center experience a plus This position is supporting a team in the East region. Hours of operation are from 5:00am - 2:30am. Although this position is open virtually, the Eastern Time Zone is preferred. Work at Home Requirements: * Through our Bring Your Own Internet (BYOI) Program, you will be required to locate a phone and internet service provider who meets our connectivity requirements and arrange connections in advance of your class start date.? * American Express will provide BYOI participants a monthly allowance to help offset costs of phone and internet services. In addition, you would receive an additional one time allowance to offset installation fees.? * Current minimum speed requirements are 25 mbps download x 5 mbps upload speeds, preferably through broadband cable or fiber optic services (WiFi, Satellite, or DSL is not permitted).? * Dedicated analog landline phone (no VOIP) is required.? Phone modem (vs. a wall jack) preferred where available.? Additional Requirements: * A secure home office, located at your confirmed address of residence, free from background noise or other distractions? * Candidates must resided in one of 48 states where we currently hire (all U.S. states, with the exception of Alaska and California).? If you live within 35 miles of one of our TLS Service Centers (Phoenix, AZ? or Sunrise, FL), you may be required to work in the Service Center.? Why American Express? What you choose to do for a living is one of the most meaningful decisions you can make. At American Express, our job is to help you excel at yours.?We provide experiences to become a great leader, a world of opportunities to grow your career, and an inclusive culture to help you thrive. Because the best way to back our customers is to back our people. The powerful backing of American Express.?? American Express is an equal opportunity employer.? Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions. **Job** *Travel* **Title:** *Virtual Team Leader, Travel & Lifestyle Services, East Region* **Location:** *CO-Denver* **Requisition ID:** *19013574* by Jobble