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Old 12-28-2017, 02:22 PM
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Join Date: Sep 2006
Location: United States
Posts: 142
Default American Express - Virtual Team Leader

Virtual Team Leader - Customer Engagement Network
Locations: United States
Categories: Customer Care Categories: Operations

Job Description:
Our successful Team Leader has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team to drive exceptional business results.

This exciting Team Leader role is the coach to a team of highly skilled and motivated Customer Care Professionals (CCPs). As an inspiring coach, the Team Leader will set team and individual performance goals and use performance metrics and reporting to drive performance and business results. They will monitor customer interactions to ensure extraordinary service, and will provide consistent and ongoing coaching and feedback to ensure their teams are performing at their highest levels.

Our Team Leader is an entrepreneur who is an advocate and supporter for both their employees and their customers. They thrive in ambiguity and constantly strive for continuous improvement. They are intellectually curious, constantly seeking information about their team, the business, the industry, and they share a passion for growth and knowledge with their teams and peers. The Team Leader is responsible and accountable for delivering Operation Effectiveness and Excellence.

This position operates in a 24/7 environment, including working in shifts and on weekends. On-Going flexibility is required.

Motivate, Collaborate and Inspire:
Deliver tailored, inspirational and effective coaching to CCPs
Hold regular sessions to observe individual performance and provide honest and actionable feedback through one-on-one sessions
Inspire and motivate team members to have a passion to serve
Create an environment in which the employee feels their contribution is valued in extraordinary customer service
Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance
Ensure adequate staffing levels to maintain service levels and employee satisfaction
Ensure all customer inquiries have been managed effectively and efficiently
Participate in the selection, training and development of high performing and highly engaged team members
Lead and maintain employee satisfaction and engagement by using reward and recognition tools available
Lead by example, promoting blue box behaviors and encouraging an effective and positive work environment
Challenge your team to ‘raise the bar’ and drive continuous improvement
Build talent pipeline by identifying staff with high potential for succession planning and coaching
Follow up on requests by leader, peers and direct reports consistently.
Encourage team members to own first resolution of service issues and provide the necessary coaching
Encourage risk-taking and empowerment within the agreed process and standards to address customer needs
Support department-wide escalation program by taking escalated calls from any/all teams; provide targeted and integrated coaching on de-escalation and first-contact resolution techniques

Analyze, Communicate and Innovate:
Analyze metrics and any issues that could affect achievement of service levels immediately
Analyze performance management data, and identifying opportunities to further drive Customer satisfaction, Service levels, Sales point rate, Average handling time, Profitability, Schedule adherence, etc
Monitor customer servicing calls, and identifying opportunities to ensure flawless servicing
Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services
Ensure compliance for all processes and policies
Analyze skills and abilities to identify individual strengths and opportunities to develop action plans
Plan, and prepare for daily coaching activities to develop and motivate individuals
Continually develop skills required for Team Leader effectiveness, and seek opportunities to learn from peers
Communicate the current state of the business regularly and help team to understand departmental priorities and the impact of these on their role.
Foster open communication by conducting regular meaningful team meetings/huddles to share success and challenges
Use communication and role modeling to ensure all team members understand clearly what behaviors are required to provide extraordinary customer care

*Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.*

3-5 years of customer service leadership in a customer facing environment
A natural and inspirational coach - a proven motivator of people
A passion for, and experience in the delivery of premium customer service
Proven ability to handle multiple priorities, work in a fast paced environment and make decisions quickly
Demonstrated superior communication/interpersonal skills
Effective mediator
Creative and dynamic thinker
Ability to be agile in thought process and strategy
Ability to work flexible schedule
Proven ability to drive improvements in team performance
Proficient in Microsoft applications such as Word and Excel
Current or previous people leadership experience

Preferred Qualifications:
College Degree
Virtual Team Leadership Experience

This is a virtual, work from home position. If you live within 35 miles of one of our service centers (Phoenix, AZ, Salt Lake City, UT or Sunrise, FL), please review our Careers site for positions located onsite at one of these centers. Current American Express employees are not eligible to move from an onsite position to a Home Based position at this time.

System Requirements
American Express will cover the connection cost and monthly fees for dedicated telephone and Internet service from an American Express approved provider in your area. The requirements are as follows:

Dedicated and separate high-speed Internet with at least 10 Mbps download and 1 Mbps upload speeds: DSL or Cable (no wireless or satellite ISPs allowed)
Dedicated and separate analog landline phone (no VOIP – voice over internet protocol) for training and production calls. (e.g., Magic Jack, Vonage, etc.); phone modem preferred (vs. a wall jack), where available

In the event there is no American Express-approved provider in your area, but there is a provider that offers the appropriate cable or DSL connections, American Express would also make available a one-time reimbursement of up to $100 for any set up fees you incur with your provider. You would also receive a monthly allowance on the first paycheck of each month to help cover the costs of these services. You will be required to locate a provider who meets our connectivity requirements and arrange connections.

Additional Requirements
A secure home office free from background noise or other distractions
Residence in one of 47 states where we currently hire (all U.S. states, with the exceptions of California, Alaska and Hawaii)
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