Operations Team Leader

hace 17 horas

Madrid, Madrid, España American Express A tiempo completo
Lead the Way with American Express

We're seeking a seasoned leader to join our team as an Operations Team Leader. As a key member of our customer service team, you'll be responsible for driving business metrics and KPIs, ensuring exceptional customer experiences, and leading a high-performing team.

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
  • Collaborate with cross-functional teams to implement process improvements and enhance customer experiences
  • Monitor customer servicing calls to ensure perfect execution and treatment
  • Develop and maintain a positive and collaborative relationship with business partners
  • Ensure adequate staffing levels to maintain service levels and employee satisfaction
Requirements:
  • Proven experience leading and/or coaching large teams in a dynamic environment
  • Demonstrated passion for leading, coaching, performance management, team building, and conflict resolution
  • Emotional Intelligence and resilience
  • Excellent communication and leadership skills
  • Organizational and time-management skills
  • Decision-making skills
What We Offer:
  • Competitive base salaries and bonus incentives
  • Support for financial well-being and retirement
  • Comprehensive medical, dental, vision, life insurance, and disability benefits
  • Flexible working model with hybrid, onsite, or virtual arrangements
  • Generous paid parental leave policies
  • Free access to global on-site wellness centers and confidential counseling support
  • Career development and training opportunities

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