FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Team Leader
American Express. Lead and support a team of outbound Telephone Agents to achieve performance goals .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and coaching abilities to develop high-performing teams while driving accountability and operational improvements through data analysis and performance metrics. Proficient in managing customer service and sales support operations in a structured, performance-driven environment.
Highest-signal resume keywords
Team LeadershipPerformance ManagementData AnalysisCoaching and DevelopmentCustomer Service Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance Metrics AnalysisOperational ImprovementsCall Center OperationsSales SupportCustomer Service
Soft Skills
Strong Communication SkillsOrganizational SkillsTime ManagementAttention to DetailTeam Collaboration
Tools & Technologies
Microsoft Office SuiteExcelPowerPointWord
Industry Keywords
Outbound Telephone AgentsMerchant OutreachCompliance RequirementsPerformance GoalsHybrid Work Arrangement
About the role
Key responsibilities & impact- Lead and support a team of outbound Telephone Agents to achieve performance goals
- Coach, develop, and inspire team members to achieve and exceed performance goals
- Drive accountability through clear expectations, consistent feedback, and performance management practices
- Oversee outbound merchant outreach aligned to colleague referrals, driving incremental acquisition and expanding Card acceptance
- Ensure adherence to call guides, compliance requirements, and established processes
- Act as an escalation point for complex merchant situations
- Use data and insights to identify opportunities, remove barriers, and continuously improve team performance and processes
- Support inbound acquisition for new merchant prospects across small and unmanaged segments
- Create a high-performing, highly engaged team environment while delivering against business goals
Requirements
What you’ll need- High school diploma or equivalent required
- Associate’s or Bachelor’s degree preferred
- 3+ years of experience in customer service, sales support, operations, call center, or related environment
- Prior experience in a team lead, supervisory, or mentoring capacity (formal or informal)
- Strong verbal and written communication skills with the ability to provide clear guidance, feedback, and coaching
- Proven ability to coach and develop team members to improve performance, quality, and productivity
- Demonstrated ability to analyze performance metrics and reporting to identify trends and drive operational improvements
- Strong organizational and time management skills with the ability to prioritize multiple tasks and meet deadlines in a fast-paced environment
- Strong attention to detail with a focus on accuracy, data integrity, and adherence to established processes
- Proficiency in Microsoft Office Suite, including Word, PowerPoint, and Excel
- Ability to work effectively in a structured, team-oriented, and performance-driven environment
- Experience with performance management, reporting, and metrics analysis
- Strong analytical mindset with the ability to identify trends and drive process improvements
- Must be amenable to follow a hybrid work arrangement (onsite and work from home)
- Employment eligibility to work with American Express in the Philippines is required; the company will not pursue visa sponsorship
Benefits
Comp & perks- Competitive base salaries
- Bonus incentives
- Support for financial well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
- Target driven incentives
- Work from home arrangement with at least 25 mbps internet connection plan / speed and a private & quiet area to work at home