Operations Team Leader
hace 2 meses
About This Role
We are seeking a seasoned Operations Team Leader to join our team at American Express. As a key member of our customer service team, you will be responsible for leading a team of customer service representatives and driving business metrics and KPIs to deliver exceptional customer experiences.
Key Responsibilities
- Drive business metrics and KPIs, such as customer satisfaction, service levels, and quality, to ensure seamless customer experiences.
- Lead and manage a team of customer service representatives, providing coaching, training, and development opportunities to ensure they have the skills and knowledge to deliver exceptional customer service.
- Monitor customer servicing calls to ensure perfect servicing execution and treatment, implementing call center processes and procedures to drive quality and efficiency.
- Develop and maintain positive relationships with key business partners, ensuring adequate staffing levels to maintain service levels and employee satisfaction.
- Provide daily coaching to calling executives, supporting customer satisfaction initiatives to enhance CSAT metrics.
- Lead and maintain employee satisfaction and morale, using proactive coaching and reward and recognition tools to drive engagement and motivation.
- 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, offering solutions, and successfully implementing ideas to enhance American Express products and services.
- Collaborate and share best practices with colleagues from other markets, providing leadership insight in process improvement initiatives.
- Responsible for compliance with all processes and policies, developing quality and productivity evaluations.
- Make decisions in critical and day-to-day situations, ensuring the delivery of exceptional customer experiences.
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 an open communication culture.
- 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, etc.
- 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 - we need you to make decisions quickly while demonstrating flexibility and taking personal accountability.
- We are proud of our culture and D&I, so you will continue to build diverse talent.
- A creative and dynamic problem solver. Ability to create and continually support people through individual development plans.
- Knowledge of AML Regulations in France are a plus.
- A natural and inspirational coach - a dedicated motivator of people.
- 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. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
- Competitive base salaries.
- Bonus incentives.
- Support for financial-well-being and retirement.
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location).
- Flexible working model with hybrid, onsite, or virtual arrangements depending on role and business need.
- Generous paid parental leave policies (depending on your location).
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location).
- Free and confidential counseling support through our Healthy Minds program.
- Career development and training opportunities.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
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