Team Coach

About the Role

Lead a highly skilled remote team of approximately 25-35 Travel Counselors. Thrive on variety in work, building relationships with clients and colleagues, and empowering teammates to achieve their goals.

Key Responsibilities

People (75%)

• Lead and coach a team of Travel Counselors
• Provide regular, documented coaching and feedback to team members
• Investigate service and quality errors with a curious mentality, and provide helpful feedback
• Collaborate with HR to determine performance ratings and action plans in alignment with Amex GBT standards
• Facilitate account-specific onboarding and training for new hires after the initial centralized Traveler Care training program is complete
• Collaborate with fellow team coaches - share information, achievements, and issues
• Listen to calls as required to validate service levels and compliance standards

Customer (25%)

• Be the voice of Traveler Care for new technological implementations
• Participate in meetings with commercial client management partners when necessary, providing operational information needed for customer-facing conversations
• Research and resolve client service concerns; develop strategy and craft messaging for the Traveler Care team and commercial peers
• Analyze, act, and communicate results on CSAT performance
• Keep the team informed on changes to client travel policies
• Collaborate with Team Operations to achieve and exceed client expectations based on contractual service level requirements

Requirements & Tech Stack

• Previous leadership experience
• Excellent listening skills and curious mentality
• Customer service oriented
• Sabre and/or Apollo experience preferred
• Salesforce (case e-mail) experience a plus
• Collaborative and passionate about building relationships
• Experience making data-driven decisions and achieving financial and service targets

Location

Bangalore, India