Business Travel -Team Coach Hybrid
About The Position
Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued. As a Team Coach, you’ll lead a highly skilled team of approximately 10 Travel Counselors. If you thrive on variety in work, building relationships with clients and colleagues, and empowering teammates to achieve their goals, we hope you apply. 3 Days in the New York Area Office/ 2 Days Remote 8:30am-5pm ET. Hours of Operations 8am-12am Monday- Friday with Remote Support.
Requirements
- Previous leadership experience
- Excellent listening skills and curious mentality
- Excellent oral and written communication skills
- Customer service oriented
- Collaborative and passionate about building relationships
- Experience making data-driven decisions and achieving financial and service targets
- Please be flexible and prepared to work a shift any time between 8am – 8pm EST Monday – Friday
Nice To Haves
- Sabre GDS experience preferred
- Salesforce (case e-mail) experience a plus
Responsibilities
- Lead and coach a team of Travel Counselors
- Provide regular, documented coaching and feedback to team members
- Manage performance and KPI metrics
- Investigate service and quality errors with a curious mentality, and provide helpful feedback
- Collaborate with HR to determine performance ratings and action plans in alignment with Amex GBT standards
- Facilitate account-specific onboarding and training for new hires after the initial centralized Traveler Care training program is complete
- Collaborate with fellow team coaches - share information, achievements, and issues
- Listen to calls as required to validate service levels and compliance standards
- Be the voice of Traveler Care for new technological implementations
- Participate in meetings with commercial client management partners when necessary, providing operational information needed for customer-facing conversations
- Research and resolve client service concerns; develop strategy and craft messaging for the Traveler Care team and commercial peers
- Analyze, act, and communicate results on CSAT performance
- Keep the team informed on changes to client travel policies
- Collaborate with Team Operations to achieve and exceed client expectations based on contractual service level requirements
Benefits
- 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!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
