American Express Careers

Team Leader

Auckland, New Zealand
Finance


Job Description

As the Team Leader, your primary responsibility will be to coach and develop a team of phone & chat customer service agents supporting Australia and NZ Card Members booking travel through American Express Travel Online sites. The ideal applicant will have a passion for service, strong contact centre background and proven leadership ability. 


Responsibilities include:

  • Inspiring, coaching and developing your direct reports and ensuring that they meet required performance levels and targets.
  • Ensuring consistent application of policies and processes across the team
  • Managing customer complaints
  • Together with the Service Level planning team, optimising real time performance of inbound channels.
  • Working across the team and Work Force Planning to ensure rosters are delivered on time, balance needs and are clearly communicated.
  • Recruitment and on boarding of new team members (with support from Learning and Development team)

 

Qualifications

  • Exceptional leadership skills and proven ability to build talent including coaching and performance.
  • Superior experience driving customer satisfaction, quality improvement and positive employee engagement to meet customer and business requirements. 
  • Excellent written and verbal communication skills in English 
  • Ability to prioritse and progress multiple work streams in parallel 
  • Travel industry experience desired but not essential
 Prepared to be flexible as the Team operates under two shifts between 11am – 7.30pm / 11.45am – 8.15pm (Australian work hours)


Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.



ReqID: 18010134
Schedule (Full-Time/Part-Time): Full-time