Team Leader - Operations en American Express

%3Cp class=%22MsoNormal%22 style=%22-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:%26quot;Open Sans%26quot;, %26quot;Segoe UI%26quot;, Frutiger, %26quot;Frutiger Linotype%26quot;, %26quot;Dejavu Sans%26quot;, %26quot;Helvetica Neue%26quot;, Arial, sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;%22%3E%3Cspan style=%22font-family:Arial, sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:16.1px;%22%3EAt American Express, our culture is built on a 175-year history of innovation, shared%26nbsp;%3C/span%3E%3C/span%3E%3Ca style=%22color:rgb(4, 95, 171);line-height:inherit;text-decoration:none;%22 target=%22_blank%22 rel=%22noopener noreferrer%22 href=%22https://www.americanexpress.com/en-us/company/who-we-are/%22%3E%3Cspan style=%22font-family:Arial, sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:16.1px;%22%3Evalues%3C/span%3E%3C/span%3E%3C/a%3E%3Cspan style=%22font-family:Arial, sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:16.1px;%22%3E%26nbsp;and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you%27ll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.%3C/span%3E%3C/span%3E%3Cspan style=%22font-family:Arial, sans-serif;font-size:16pt;%22%3E%3Cspan style=%22line-height:24.5333px;%22%3E%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:%26quot;Open Sans%26quot;, %26quot;Segoe UI%26quot;, Frutiger, %26quot;Frutiger Linotype%26quot;, %26quot;Dejavu Sans%26quot;, %26quot;Helvetica Neue%26quot;, Arial, sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;%22%3E%3Cspan style=%22font-family:Arial, sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:16.1px;%22%3E%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:%26quot;Open Sans%26quot;, %26quot;Segoe UI%26quot;, Frutiger, %26quot;Frutiger Linotype%26quot;, %26quot;Dejavu Sans%26quot;, %26quot;Helvetica Neue%26quot;, Arial, sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;%22%3E%3Cspan style=%22font-family:Arial, sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:16.1px;%22%3EHere, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.%3C/span%3E%3C/span%3E%3Co:p%3E%3C/o:p%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%26nbsp;%3Cspan style=%22font-size:14px;%22%3E%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3E%3Cstrong%3EHow will you make an impact in this role?%3C/strong%3E%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3E%26nbsp;%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3EAs a Chat Servicing Team Leader at American Express, you will be responsible for leading a team of chat agents to deliver exceptional customer service and support. The ideal candidate will have strong leadership skills, a customer-centric mindset, and a proven track record of driving performance and achieving key metrics. This role requires the ability to motivate and develop team members, ensure high-quality service delivery, and contribute to the overall success of the customer service department.%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3E%26nbsp;%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3E%3Cstrong%3EKey Responsibilities:%3C/strong%3E%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3E%26nbsp;%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cul style=%22margin-top:0in;%22 type=%22disc%22%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l1 level1 lfo1;tab-stops:list .5in;%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3ELead and motivate a team of agents to achieve performance targets and deliver excellent customer service.%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l1 level1 lfo1;tab-stops:list .5in;%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3EProvide regular coaching, mentoring, and feedback to team members to enhance their skills and performance.%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l1 level1 lfo1;tab-stops:list .5in;%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3EFoster a positive and collaborative team culture, promoting a high level of engagement and morale.%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l1 level1 lfo1;tab-stops:list .5in;%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3EMonitor and analyze team performance metrics, ensuring adherence to quality standards and key performance indicators (KPIs).%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l1 level1 lfo1;tab-stops:list .5in;%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3EImplement strategies to improve team performance and achieve service level agreements (SLAs).%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l1 level1 lfo1;tab-stops:list .5in;%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3EConduct regular performance reviews and set clear performance expectations for team members.%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l1 level1 lfo1;tab-stops:list .5in;%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3EEnsure that the team consistently meets or exceeds customer satisfaction goals.%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l1 level1 lfo1;tab-stops:list .5in;%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3EIdentify trends and areas for improvement based on customer feedback and take proactive measures to enhance the customer experience.%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l1 level1 lfo1;tab-stops:list .5in;%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3ECollaborate with relevant stakeholders to identify opportunities for process improvements and efficiency gains.%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l1 level1 lfo1;tab-stops:list .5in;%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3EFacilitate clear and effective communication within the team and with other departments, when required.%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l1 level1 lfo1;tab-stops:list .5in;%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3EServe as a point of contact between the chat servicing team and management, providing regular updates on team performance and challenges.%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l1 level1 lfo1;tab-stops:list .5in;%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3EEnsure team members adhere to company policies, procedures, and regulatory requirements.%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l1 level1 lfo1;tab-stops:list .5in;%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3EIdentify and mitigate potential risks related to customer interactions and data security%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l1 level1 lfo1;tab-stops:list .5in;%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3EA team player with a clear understanding of company%27s code of conduct%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/li%3E%3C/ul%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3E%26nbsp;%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3E%3Cstrong%3EQualifications:%3C/strong%3E%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cul style=%22margin-top:0in;%22 type=%22disc%22%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l0 level1 lfo2;tab-stops:list .5in;%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3EShould possess excellent communication skills. Candidate with Credit Card Servicing knowledge is preferred with strong understanding of American Express policies %26amp; procedures.%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l0 level1 lfo2;tab-stops:list .5in;%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3EExcellent leadership skills accompanied by quick comprehension %26amp; clear articulation. Demonstrated Ability to Work Effectively Within A Team Environment Quick Navigation Ability, Web Savvy, Basic Troubleshooting Knowledge%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l0 level1 lfo2;tab-stops:list .5in;%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3EIn-depth knowledge of performance metrics%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l0 level1 lfo2;tab-stops:list .5in;%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3EGood PC skills%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l0 level1 lfo2;tab-stops:list .5in;%22%3E%3Cp%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:115%;%22%3EOrganizational, decision-making and time-management skills%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:16.0pt;%22%3E%3Cspan style=%22line-height:115%;%22%3E%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3Co:p%3E%3C/o:p%3E%3C/p%3E%3C/li%3E%3C/ul%3E%3Cp class=%22MsoNormal%22%3E%3Co:p%3E%3C/o:p%3E%3C/p%3E

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

 

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. 

 

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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