operations team leader (us Customer Service - voice)American Express

Job Description:
Operations Team Leader
Consumer Product Servicing (US Voice)
Global Servicing Group
You Lead the Way. We've Got Your Back.
WE ARE AON HEWITT'S BEST EMPLOYER FOR 2017, 2018, and 2019 IN THE PHILIPPINES
ICT Award's Best Global In-House Center Company for 2017, 2018, and 2019
ICT Awards' HALL OF FAME
J.D. Power's ranked us the Highest in Customer Satisfaction with Credit Card Companies in the U.S.
Great Place to Work ® Philippines CERTIFIED
Ranked in the Top 10 of Fortune's 100 Best Companies to Work For® List in the US for the second consecutive year.
Find your place on #TeamAmex.
Where developing relationships is the key to our success.
Our vision is to provide our Cardmembers and Merchants the world's best customer experience every day. We deliver for our customers, designing creative solutions to meet their needs, and aiming to make a meaningful difference in their lives.
Given the importance placed upon delivering extraordinary customer care at American Express, we see it as essential to attract and develop talented people by:
Offering opportunities for professional growth and advancement
Recognizing and rewarding those who drive and deliver results
Respecting and valuing diversity, integrity, and teamwork
Our Operations Team Leader has an immense drive for delivering extraordinary service and demonstrated leadership ability to inspire their team to drive exceptional business results.
Our US Customer Care Team Leaders use their instincts and passion to represent the American Express brand. This position is primarily responsible for day-to-day management of a group of 13 - 15 Customer Care Professionals (CCPs). They encourage our CCPs in servicing American Express cardmembers to drive engagement and deepen loyalty.
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 lead 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.
ENCOURAGE, COLLABORATE AND INSPIRE
Help propel your team and its business partners to success
Here's just some of what you'll do in this role:
Deliver tailored, inspirational and effective coaching to specialists
Hold regular sessions to observe individual performance and provide honest and concrete feedback through one-on-one sessions.
Inspire and empower colleagues to have a drive to serve
Create an environment in which the colleague feels their contribution is valued in extraordinary customer service
Consistently and effectively implement the Performance Management Process as a leadership tool to help colleagues improve their performance
Ensure adequate staffing levels to maintain service levels and colleague satisfaction
Participate in the selection, training and development of strong and highly engaged team members
Lead and maintain colleague satisfaction and engagement by using reward and recognition tools available
Lead by example, promoting blue box behaviors and encouraging an effective and positive work environment
Challenge your team to set a higher standard 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 colleagues consistently.
Encourage team members to own first resolution of service issues and provide the vital coaching. Encourage risk-taking and empowerment within the agreed process and standards to address customer needs.
ANALYZE, COMMUNICATE AND INNOVATE
Analyze metrics and any issues that could affect achievement of service levels immediately.
Analyze performance management data, and finding opportunities to further drive Cardmember satisfaction, Collection Metrics, Service levels, Average handling time, Profitability, Schedule adherence etc
Initiate process improvements by identifying service delivery gaps, offer solutions and efficiently 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.
Champion open communication by conducting regular significant 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.
QUALIFICATIONS
Are you ready for the challenge?
Bachelor's degree AN ADVANTAGE
Minimum total work experience of 5 years REQUIRED
Direct people leading experience of 3-8 years in a premium call center customer service environment REQUIRED (with Banking and Financial Services Industry account as TL, additional billing / first call resolution experience would be AN ADVANTAGE)
Previous heavy exposure to drive Voice of the Customer metrics REQUIRED
Proven follow-up, coaching and conflict resolution skills REQUIRED.
Strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint
Innovative and dynamic problem solver. Proven history of implementing development and action plans to aid in growing team member skills to get results
Proven 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.
Good time management and can effectively prioritize team workloads
Excellent written and verbal communication skills
Ability to improve and champion a team to increase engagement and skills
Highly participative within and across teams with ability to influence others
Advantageous Skills and Abilities:
Strong customer focus
Analytics experience
Process improvement
Project management
Additional Details:
Location: 5th Avenue corner 30th Street, BGC Corporate Center 2, Bonifacio Global City, Taguig City, 1634
Work from Home Requirements:
Must have at least 25 mbps internet connection plan / speed
Must have a private & quiet area to work at home
Must be amenable to work in Taguig once community quarantine measures are lifted
Workplace Flexibility: Full Time, Rotating Shift
American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
This role is not open to visa sponsorship according to business requirements.
Compensation Package
We're open to discuss this further in the process - but we're pretty sure that whatever American Express comes up with as an offer - it would be something that you won't be able to refuse! You'll be able to enjoy most of our amazing benefits on your first day with us and that's just the icing on the cake. In American Express, our people come first, so the longer you stay, the more "savings" you make and look forward to thanks to our Retirement Benefits!
Application Process
Our recruitment process is 100% VIRTUAL. Once screened and invited by the Talent Acquisition team, expect at least 1-2 video call interviews to happen after. The interview will be conducted by our Operations Service Delivery Leaders and Operations Vice President.
Our service operates over a 24/7 environment and we are hiring for various shifts - may have to work on rotational shifts, PRIMARILY NIGHT SHIFT depending on business needs including weekends and holidays.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
To know more about our recruitment process, you may watch this short video -
American Express

Taguig City, Metro Manila
Permanent
Full-time