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Televerification Team Leader
American Express. Lead, coach, and develop Telephone Agents to achieve productivity, quality, and service-level 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 and manage a team of Telephone Agents, ensuring adherence to compliance and operational standards while driving performance improvements through data analysis and effective communication.
Highest-signal resume keywords
Team LeadershipPerformance Metrics AnalysisCoaching and DevelopmentProcess ImprovementCall Center Operations
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisPerformance MonitoringQuality ReviewDocumentation AccuracySOP Compliance
Soft Skills
Strong CommunicationOrganizationTime ManagementAttention to Detail
Tools & Technologies
Microsoft OfficeExcelWordPowerPointOutlook
Industry Keywords
Call CenterCustomer ServiceSales SupportFinancial ServicesOperational Efficiency
About the role
Key responsibilities & impact- Lead, coach, and develop Telephone Agents to achieve productivity, quality, and service-level goals
- Oversee daily operations, including lead progress, call activity, workload prioritization, aging work, and data accuracy
- Ensure agents follow approved call guides, SOPs, compliance requirements, privacy expectations, and escalation paths
- Monitor performance metrics, identify trends, and take action to improve enablement outcomes and operational efficiency
- Conduct quality reviews, coaching, and case/call monitoring to reinforce accurate supplier verification and documentation
- Support onboarding, training, nesting, and ongoing development for new and existing team members
- Partner with the Program Manager, Control Management, and Training stakeholders to resolve issues and drive process improvements
- Support audit readiness, evidence retention, and adherence to business conduct expectations
Requirements
What you’ll need- High school diploma or equivalent
- Minimum of 2 years of experience in a call center, customer service, sales support, operations, financial services, or related environment
- Supervisory, team lead, coaching, or people leadership experience
- Demonstrated ability to lead in a fast-paced, metrics-driven environment
- Strong communication, coaching, organization, and time management skills
- Strong attention to detail with focus on accuracy, data integrity, process adherence, and timely documentation
- Ability to analyze performance results and develop action plans to improve outcomes
- Proficiency with Microsoft Office, including Word, PowerPoint, Excel, and Outlook
- Employment eligibility to work with American Express in the Philippines; visa sponsorship is not available
- Must be amenable to follow a hybrid work arrangement
- Must have at least 25 Mbps internet connection plan/speed for work from home
- Must have a private and quiet area to work at home
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 setup requiring at least 25 Mbps internet connection and a private, quiet work area