Team Leader

About the Role

American Express Global Business Travel (Amex GBT) is seeking a Team Leader to lead a highly skilled remote team of approximately 25-35 Travel Counselors. This role is for individuals who thrive on variety, enjoy building relationships with clients and colleagues, and are passionate about 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.

• Collaborate with fellow team coaches, sharing information, achievements, and issues.

• Listen to calls as required to validate service levels and compliance standards.

• Customer (25%)

• Act as the voice of Traveler Care for new technological implementations.

• Participate in meetings with commercial client management partners when necessary, providing operational information 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 a 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