Team Leader

hace 7 meses

Madrid, España Amex A tiempo completo

**You Lead the Way. We’ve Got Your Back.**:
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

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.

Global New Accounts is a diverse, multicultural, and dynamic team. With a prime focus on delivering extraordinary customer service in all that we do, we are tasked with ensuring that the first experience customers have with American Express is one that demonstrates excellence, whilst instilling trust, loyalty and most importantly security.

This position is primarily responsible for the day-to-day leadership of a group of customer care professionals servicing the German and Austrian based in Madrid.

**Here’s just some of what you’ll do in this role**:

- Driving business metrics (e.g., customer satisfaction, service levels, Outbound and Inbound call efficiency, Quality, Compliance adherence, schedule adherence, etc.)
- Drive key adherence to all market AML regulatory requirements working in partnership with other key functions such as Privacy, Compliance, AML, BST and Risk.
- Monitoring customer servicing calls to ensure flawless servicing execution / treatment, implementing call centre
- Leadership / floor management administration
- Nurture and maintain a positive and collaborative relationship with our key Business partners
- Ensuring adequate staffing levels to maintain service levels and employee satisfaction. Including recruiting, coaching, training and development of colleagues
- Providing daily coaching to CCP
- Manage churn / attrition of team members.
- Support customer satisfaction initiatives in enhancing / meeting OSAT / RTF metrics
- Lead and maintain employee satisfaction and morale by using proactive coaching as well as reward & recognition tools available
- Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance
- Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services
- Provide leadership insight in process improvement initiatives
- Responsible for compliance for all processes and policies and developing quality and productivity evaluations
- Decision making in critical and day to day situations

**Skills and Qualifications**:

- Existing direct People Leading experience in an operational environment
- Proven people leader, demonstrating resilience, engagement and commitment as well as high level of autonomy
- Proven previous experience in building relationships with customers and creating value and loyalty through the phone channel
- Demonstrated follow-up, coaching, performance management, team building, networking and conflict resolution skills
- Being capable of building and leveraging relationships with the Business is key in this position
- Proven track record to handle multiple priorities, work in a fast-paced environment and make decisions quickly while demonstrating flexibility / adaptability / personal accountability
- Builds diverse talent
- Creative and dynamic thinker. Proven history of implementing development and action plans to aid in gr

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