Team Leader | Customer Service

Job DescriptionYou Lead the Way

We've Got Your Back.At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways

Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible - and we're proud to back each other every step of the way

When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day

Job Description: Our Card Members expect the best - they want personalized, VIP service, and they want it delivered consistently

At American Express we want to provide the ultimate experience in service - meeting the unique needs of our members and exceeding their expectations in every interaction

Our successful Team Leader has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team to drive exceptional business results

This exciting Team Leader role is the coach to a team of highly skilled and motivated Customer Care Professionals (CCPs)

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 monitor 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

Our Team Leader is an entrepreneur who is an advocate and supporter for both their employees and their customers

They thrive in ambiguity and constantly strive for continuous improvement

They are intellectually curious, constantly seeking information about their team, the business, the industry, and they share a passion for growth and knowledge with their teams and peers

The Team Leader is responsible and accountable for delivering Operation Effectiveness and Excellence

This position operates in a 24/7 environment, including working in shifts and on weekends

On-Going flexibility is requiredResponsibilities

Deliver tailored, inspirational and effective coaching to CCPs

Motivate, Collaborate and Inspire

Hold regular sessions to observe individual performance and provide honest and actionable feedback through one-on-one sessions

Inspire and motivate team members to have a passion to serve

Create an environment in which the employee feels their contribution is valued in extraordinary customer service