What we're looking for3-5 years of leadership experience in team management/coaching roles at call centerproven track record of coaching and developing high-performing teamsadvanced-level english proficiencystrong interpersonal and communication skillsproficient in data-driven decision-making methodologiesadvanced capability in analyzing complex business performance metricsexperienced in global distribution systems (gds), including sabre, apollo, or amadeus is a plusproficient in microsoft office suite (excel, powerpoint, etc.)ability to motivate and inspire team members to achieve exceptional resultsmust be physically located in mexico city (cdmx) - workplace: montes urales 505, lomas de chapultepec, miguel hidalgo.what you'll dopeople (75%)lead and coach a team of travel counselorsprovide regular, documented coaching and feedback to team membersinvestigate service and quality errors with a curious mentality, and provide helpful feedbackcollaborate with hr to determine performance ratings and action plans in alignment with amex gbt standardsfacilitate account-specific onboarding and training for new hires after the initial centralized traveler care training program is completecollaborate with fellow team coaches – share information, achievements, and issueslisten to calls as required to validate service levels and compliance standardscustomer (25%)be the voice of traveler care for new technological implementationsparticipate in meetings with commercial client management partners when necessary, providing operational information needed for customer-facing conversationsresearch and resolve client service concerns; develop strategy and craft messaging for the traveler care team and commercial peersanalyze, act, and communicate results on csat performancekeep the team informed on changes to client travel policiescollaborate with team operations to achieve and exceed client expectations based on contractual service level requirementslocationmexico city, mexicoclick here () to learn more about the benefits we offer in mexico.the #teamgbt experiencework and life: find your happy medium at amex gbt.flexible benefits are tailored to each country and start the day you do.
these include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.we strive to champion inclusion in every aspect of our business at amex gbt.
you can connect with colleagues through our global inclusion groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.and much more!
all applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.click here () for additional disclosures in accordance with the la county fair chance ordinance.furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities.
please let your recruiter know if you need an accommodation at any point during the hiring process.
for details regarding how we protect your data, please consult the amex gbt recruitment privacy statement (/) .
what if i don't meet every requirement?
if you're passionate about our mission and believe you'd be a phenomenal addition to our team, don't worry about "checking every box; #j-*-ljbffr