American Express Careers

Bilingual Team Leader, Customer Engagement Network (French and English)

Toronto, Canada
Customer Care Operations

Job Description

American Express has been in existence for 160 years servicing its customers with integrity, trust, security, and quality. Today, these attributes still form the foundation of our American Express brand. American Express employees are engaged and have a passion for their work. Our continued success is solely dependent on the talent that we attract to our organization, and the response that our people make to an ever-changing environment. Every new member of our Global Servicing Network - Credit team has the opportunity to become a participant and not an observer, and by using your unique skills and background you can help us deliver superior products and services to our shareholders, customers and employees.

Our Team Leaders know that helping customers is the heart of our business.

What Is Team Leader’s Role:
  • Inspires a team of Customer Care Professionals to deliver against the Customer First & Value Generation Goals
  • Demonstrates ability to “think outside the box” and come up with creative solutions, adapting leadership style as you coach and drive outstanding results
  • Evaluates team performance on an on-going basis and provides continuous customized coaching, training and feedback keeping Customer First Resolution top-of-mind
  • Establishes and exercises the necessary controls to ensure all activities performed are compliant with American Express’ policies and procedures
  • Communicates with the team to ensure they are well informed about issues which affect them and their customers
  • Understands the importance of continuing their own personal development, particularly in their leadership skills


What you Bring:
  • Bilingual (French/English). Verbal proficiency in both languages is a must.
  • Previous leadership experience in a call centre environment
  • Flexibility required to work evenings and/or one weekend day (4pm-Midnight)
  • A Customer First mentality, Will to Succeed, and Flexibility
  • Proven commitment to People Leadership
  • Outstanding team player with ability to inspire and motivate others
  • Excellent written, verbal, and presentation skills
  • Analytical/Creative problem solving skills: Able to interpret data from multiple sources (Internal reporting, Customer Feedback, etc.) and translate into trend information and practical action plan

ReqID: 19015459
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Aug 14, 2019, 2:56:26 PM