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Operations Team Leader
hace 2 meses
We are seeking a seasoned Operations Team Leader to join our team at Mygwork, an inclusive employer and a member of the LGBTQ+ business community. As a key member of our operations team, you will be responsible for leading a dynamic team of customer service professionals in delivering exceptional customer experiences.
Key Responsibilities- Lead a team of customer service representatives in a dynamic hybrid environment, ensuring high levels of customer satisfaction and service delivery.
- Drive business metrics and KPIs, including customer satisfaction, service levels, and quality adherence.
- Develop and implement process improvements to enhance American Express products and services.
- Collaborate with cross-functional teams to ensure compliance with market AML regulatory requirements.
- Provide coaching and development opportunities to team members to enhance their performance and career growth.
- Monitor customer servicing calls to ensure perfect servicing execution and treatment.
- Nurture and maintain positive relationships with key business partners and stakeholders.
- Proven experience in leading and/or coaching large teams in a dynamic environment.
- Demonstrated passion in leading, coaching, performance management, team building, networking, and conflict resolution skills.
- Emotional Intelligence and Resilience.
- Excellent communication and leadership skills.
- Organizational and time-management skills.
- Decision-making skills.
- Fluency in French and English (Spanish is a bonus).
- 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.
- Free and confidential counseling support through our Healthy Minds program.
