Operations Team Leader

hace 4 horas

Madrid, Madrid, España American Express A tiempo completo
About the Role

We are seeking a highly skilled and experienced Operations Team Leader to join our team at American Express. As a key member of our leadership team, you will be responsible for driving business metrics and KPIs, leading a team of customer service representatives, and ensuring exceptional customer experience.

Key Responsibilities
  • Drive business metrics and KPIs, including customer satisfaction, service levels, and quality
  • Lead a team of customer service representatives, providing coaching, training, and development opportunities
  • Ensure compliance with all market AML regulatory requirements
  • Monitor customer servicing calls to ensure perfect servicing execution
  • Nurture and maintain positive relationships with business partners
  • Recruit, coach, train, and develop colleagues to ensure adequate staffing levels
  • Provide daily coaching to calling executives
  • Support customer satisfaction initiatives to enhance CSAT metrics
  • Lead and maintain employee satisfaction and morale
  • Implement the Performance Management Process to help employees maximize their performance
  • Initiate process improvements to enhance American Express products and services
  • Collaborate with colleagues from other markets to share best practices
Requirements
  • Language skills: French and English
  • Experience leading and/or coaching large teams in a dynamic hybrid environment
  • Demonstrated passion in leading, coaching, performance management, team building, networking, and conflict resolution skills
  • Emotional Intelligence
  • Resilience
  • Creating an inspiring team environment with open communication
  • Setting clear team goals and driving KPIs
  • Delegating tasks and setting deadlines for your internal team
  • Proven work experience as a team leader or supervisor
  • Tech Savvy: Proficient in MS Suite, VoIP tools, IT troubleshooting knowledge
  • Analytical mindset
  • Excellent communication and leadership skills
  • Organizational and time-management skills
  • Decision-making skills
Preferred Qualifications
  • Fluency in French and English. Spanish is a bonus
  • Proven experience in building relationships with customers and creating new value and loyalty through the phone channel
  • Degree in Management or training in team leading is a plus
  • In-depth knowledge of performance metrics in a service center
  • Building and maximizing relationships with stakeholders
  • Agile - ability to make decisions quickly while demonstrating flexibility and personal accountability
  • A creative and dynamic problem solver
  • A natural and inspirational coach
  • Demonstrated superior communication/interpersonal skills
  • Proactive and can-do attitude
About American Express

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. This includes competitive base salaries, bonus incentives, support for financial-well-being and retirement, comprehensive medical, dental, vision, life insurance, and disability benefits, flexible working models, generous paid parental leave policies, free access to global on-site wellness centers, free and confidential counseling support, and career development and training opportunities.

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