Why American Express?
There’s a difference between having a job and making a difference.
American Express has been making a difference in people’s lives for over 160 years backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.
We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.
Because we believe that the best way to back our customers is to back our people.
The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.
The candidate will be responsible for managing & leading the payback contact center.
•This is a people leading role, therefore, you will need a proven ability to lead and develop a team to perform to demanding targets and goals in a customer contact environment.
•You will be able to communicate effectively and build strong relationships with people of all levels.
•You will be working in a busy environment, therefore, the ability to think on your feet and work under pressure is essential whilst being able to make sound decisions using problem solving skills and thinking creatively.
•A working knowledge of the social media would be beneficial.
•Handling inbound calls from our consumer and escalations from our internal clients using written and verbal communication,
•Responsible for Goal setting, Performance reviews and development plan for contact center
•Responsible for day to day functioning/administrative work including production floor management
•Responsible for delivery of all customer and shareholder metrics as per goals
•Work closely with finance, compliance and other stakeholders
•Manage churn / attrition levels
•Support Customer first initiatives in enhancing / meeting Voice of the customer metrics (first contact resolution, excel and recommend to a friend)
•Strong focus on internal SLAs (Service Level, CHT and so forth )
•Conduct weekly Coaching & Feedback sessions for analysts. Provide development opportunities, coaching, and resources.
•Responsible for compliance for all processes and policies.
•Lead and maintain employee satisfaction and morale by using reward / recognition tools available.
•Collaborate with Operations Desk in forecasting, scheduling and leave planning.
•Decision making in critical and day-to-day situations .