Date: Jan 20, 2014
Location: New York, NY, US
Team Leader- Global Business Travel- NY, NY-14000663
Description
Choose a career at American Express and you choose a company with a 150-year history of integrity and a demonstrated commitment to the future of its employees. Known around the world as one of the most successful financial services businesses, a leading consumer brand, a gold standard in customer satisfaction, and one of the best places to work - American Express is interested in getting to know you.
The Team Leader-Global Business Travel is responsible for managing client relationships and leading the operations team. The Team Leader will develop a competent and motivated staff through effective hiring, coaching, evaluations, counseling and ensure that customer service expectations are met and maintained. The Team Leader will also cultivate relationships with appropriate customer contacts in order to be responsible and proactive to their needs.
Qualifications
The Ideal Candidate will possess the following:
-Familiar with Call Center Management (CCM) practices/principles and Customer Driven Measures (CDM)- call monitoring, feedback and coaching sessions, identify trends for individual and team learning needs.
- Minimum of 2 years experience in leading/managing a team of employees is highly preferred.
-Call Center experience is required; virtual experience is a plus.
- Understanding of the corporate travel industry and the reservation process of multiple GDS systems are highly preferred.
- Communication - act as the communication liaison to ensure staff management, customer and colleagues are well informed in order to succeed in their roles.
- Staff Development - Effectively coach and develop individuals to enable them to succeed in their jobs; Ensure that individuals function together as a team to service client needs.
- Handling multiple projects and prioritizing are essential to the success of the job.
- Must be shift flexible in schedule due to business needs.
Due to the business needs, the candidate must be flexible to work various shifts between 8:30am-9pm EST. This will be a hybrid position working onsite 2-3 days per week.
Axcess@Home Requirements:
- Dedicated work space must be within own residence and that follows the ergonomic and safety guidelines for performing travel counselor duties
- Axcess@Home Agent is responsible for supplying their own furniture; desk with lockable drawer or separate lockable file cabinet, chair, document shredder, smoke detector in proximity of work area, and fire extinguisher
- Axcess@Home Agent must complete Flexible Work Arrangement Application and Agreement
- Axcess@Home Agent must complete and meet the requirements of the Work Environment and Safety Assessment
- High speed internet capability with at least 10 Mbps download and 1 Mbps upload speeds: DSL or Cable (no wireless or satellite ISP’s are permitted)
- Dedicated and separate analog landline phone for training and production calls (no VOIP – voice over internet protocol)
Job: Travel
Primary Location: US-New York-New York
Schedule: Full-time
Job Segments: Credit, Telecommunications, Telecom, Network, Travel, Finance, Technology
Description
Choose a career at American Express and you choose a company with a 150-year history of integrity and a demonstrated commitment to the future of its employees. Known around the world as one of the most successful financial services businesses, a leading consumer brand, a gold standard in customer satisfaction, and one of the best places to work - American Express is interested in getting to know you.
The Team Leader-Global Business Travel is responsible for managing client relationships and leading the operations team. The Team Leader will develop a competent and motivated staff through effective hiring, coaching, evaluations, counseling and ensure that customer service expectations are met and maintained. The Team Leader will also cultivate relationships with appropriate customer contacts in order to be responsible and proactive to their needs.
Qualifications
The Ideal Candidate will possess the following:
-Familiar with Call Center Management (CCM) practices/principles and Customer Driven Measures (CDM)- call monitoring, feedback and coaching sessions, identify trends for individual and team learning needs.
- Minimum of 2 years experience in leading/managing a team of employees is highly preferred.
-Call Center experience is required; virtual experience is a plus.
- Understanding of the corporate travel industry and the reservation process of multiple GDS systems are highly preferred.
- Communication - act as the communication liaison to ensure staff management, customer and colleagues are well informed in order to succeed in their roles.
- Staff Development - Effectively coach and develop individuals to enable them to succeed in their jobs; Ensure that individuals function together as a team to service client needs.
- Handling multiple projects and prioritizing are essential to the success of the job.
- Must be shift flexible in schedule due to business needs.
Due to the business needs, the candidate must be flexible to work various shifts between 8:30am-9pm EST. This will be a hybrid position working onsite 2-3 days per week.
Axcess@Home Requirements:
- Dedicated work space must be within own residence and that follows the ergonomic and safety guidelines for performing travel counselor duties
- Axcess@Home Agent is responsible for supplying their own furniture; desk with lockable drawer or separate lockable file cabinet, chair, document shredder, smoke detector in proximity of work area, and fire extinguisher
- Axcess@Home Agent must complete Flexible Work Arrangement Application and Agreement
- Axcess@Home Agent must complete and meet the requirements of the Work Environment and Safety Assessment
- High speed internet capability with at least 10 Mbps download and 1 Mbps upload speeds: DSL or Cable (no wireless or satellite ISP’s are permitted)
- Dedicated and separate analog landline phone for training and production calls (no VOIP – voice over internet protocol)
Job: Travel
Primary Location: US-New York-New York
Schedule: Full-time
Job Segments: Credit, Telecommunications, Telecom, Network, Travel, Finance, Technology
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