American Express Virtual Team Leader, Travel and Lifestyle Servicing, West Region (2nd Shift) in Boston, Massachusetts
Responsibilities: A successful Team Leader within American Express Travel and Lifestyle Services (TLS) has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team to drive outstanding business results.
A Travel Team Leader is the Coach to a team of highly skilled and motivated Travel Counselors who provide leisure travel services to the most affluent American Express Card Members. As a coach, the Team Leader will set team and individual performance goals, will use performance metrics and reporting to drive performance and business results, will monitor customer interactions to ensure extraordinary service, and will provide consistent and on-going coaching and feedback to ensure their teams are performing at their highest levels.
The Team Leader is an entrepreneur who is an advocate and supporter for both their employees and their customers. They thrive in ambiguity and can effectively lead their team through change. They are intellectually curious, constantly striving for information about their team, the business, the industry, and they share a passion for growth and knowledge with their teams and peers.
As an American Express Team Leader, you will be responsible for: * Inspiring a team of Travel Counselors to achieve their goals by providing outstanding coaching, training, and development and by rewarding and recognizing accomplishments * Evaluating team performance on an on-going basis and providing continuous coaching and feedback * Assessing the team’s skill levels and competencies and creating development and action plans that are owned and driven by the employees * Driving Extraordinary business results by leading teams to achieve revenue and customer goals at the individual and team level * Delighting the customer by ensuring their teams provide an accurate and high-quality experience * Communicating with their team to ensuring that they are well informed about issues which affect them and their customers * Creating and implementing creative business solutions to grow the business * Challenging themselves and their team to “raise the bar,” by driving continuous improvement
Qualifications: A successful applicant will have the following qualifications: * A minimum of 3 years direct leadership experience, coaching and developing a team * Experience in a service oriented environment, with a focus towards managing loyalty to brand * Ability to drive and measure business results * Outstanding team player who has proven success working with teams to accomplish goals * Ability to successfully understand and implement policies, procedures, and programs * Strong analytical and creative problem solving skills * Detail-oriented with strong organizational and prioritization skills who can work well under pressure * Strong written, verbal and presentation skills * Demonstrated passion for service with the ability to resolve customer issues and concerns * Ability to manage and resolve conflict * Bachelor Degree is preferred * Contact center experience a plus * Travel or hospitality industry experience, with knowledge of a reservation / booking system a plus * Candidates must reside Pacific, Mountain or Hawaii-Aleutian Time Zones * These roles will require you to work either 2nd or 3rd shift hours, with end times as late as 3am local time.
The following are some of the requirements of the Work at Home Program. By applying for this position you are confirming and agreeing that your home will comply with the following.
LOCATION: Although this position is virtual, candidates must be located in the Pacific, Mountain or Hawaii-Aleutian time zones, as this Team Leader will lead a team of Travel Counselors in these time zones.
ACCESS TO YOUR HOME/WORK SPACE: You may need to provide American Express or their representative’s access to your home to conduct an audit of your work space for WAH compliance standards.
WORKPLACE ENVIRONMENT: All electrical equipment is free of recognized hazards that would cause physical harm (frayed wires, bare conductors, loose wires, flexible wires running through walls, exposed wires to the ceiling). Your home's electrical system will permit the grounding of electrical equipment. Use 3 wire circuit analyzer provided to test all outlets that will be used for the home office.
WORK AREA: Adequate room for a home office. You may need to provide specific details including size and location of room.
COMPUTER WORKSTATION: American Express will install high-speed internet access and land-based telephone access at your residence, through service providers that are approved by American Express. Internet service must be DSL or Cable (no wireless or satellite ISPs allowed), with at least 10 Mbps download and 1 Mbps upload speeds is required. Business class service preferred where available. High speed internet and phone lines will be dedicated lines that will be used exclusively for business use, and will be separate from any personal phone/data services. Applicant’s homes must be compatible to work in conjunction with American Express technological processes.
/Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions./
Title: Virtual Team Leader, Travel and Lifestyle Servicing, West Region (2nd Shift)
Requisition ID: 17010128