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Team Leader – Operations, Travel and Concierge Experiences
American Express. Lead and coach a team of Travel Consultants providing leisure travel services to Premium Card Members .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and coaching abilities in the travel industry, with a focus on team performance, customer satisfaction, and operational efficiency. Proficient in utilizing key performance metrics to drive team engagement and service excellence.
Highest-signal resume keywords
Leadership ExperienceTravel Industry ExpertiseCall Center ManagementCustomer Service CommitmentPerformance Monitoring
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Team Performance EvaluationKey Performance IndicatorsMicrosoft ExcelMicrosoft WordMicrosoft PowerPointSabre Booking SystemCustomer Issue ResolutionTime ManagementCoaching and MentoringAction Plan Development
Soft Skills
CollaborationInfluencing OthersCommunication SkillsEngagement DevelopmentAnalytical Skills
Certifications & Qualifications
Bachelor's Degree (Advantage)
Industry Keywords
Travel ServicesHospitality IndustryPremium Card MembersVoice and Chat ServicingCustomer SatisfactionOperational ChangeTeam EngagementService DeliveryPerformance MetricsCareer Development Activities
About the role
Key responsibilities & impact- Lead and coach a team of Travel Consultants providing leisure travel services to Premium Card Members
- Inspire the team to achieve individual, team, and organizational goals
- Evaluate team performance and provide coaching, mentoring, and feedback based on travel-industry expertise
- Collaborate with leaders across teams to share proven practices and drive performance
- Identify key performance indicators and create individual development and action plans
- Improve customer satisfaction and efficiency in the premium servicing environment
- Conduct team meetings and communicate issues affecting Card Member service
- Communicate directly with Card Members through outbound calls and during intensified situations
- Ensure first-class service delivery
- Adapt to a dynamic voice and chat contact center environment and support the team through operational change
- Manage time effectively to support the team and business needs
- Build an engaged team through regular career and development activities
Requirements
What you’ll need- Bachelor's degree AN ADVANTAGE
- At least 3-4 years of validated experience in a leadership role (direct leadership experience, mentoring and managing a team) REQUIRED
- Confirmed experience in the travel or hospitality industry, with knowledge of Sabre / booking system REQUIRED
- Call center experience, especially in a voice and/or chat servicing center environment REQUIRED
- Highly collaborative within and across teams with ability to influence others
- Experience of driving individual and team performance through monitoring and coaching on customer delivery
- Demonstrated fascination for service and a high level of customer service experience and commitment is required with the ability to resolve customer issues and concerns, inspiring loyalty to the brand
- Ability to develop and champion a team to increase engagement and skills
- Experience of monitoring, reporting and delivering key performance metrics to senior management
- Strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint
- Good time management and ability to effectively prioritize team workloads
- Excellent written and verbal communication skills
- At least 25 Mbps internet connection plan/speed
- Private and quiet area to work at home
- Employment eligibility to work with American Express in the Philippines; 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