Team Leader, Operations Support

American Express Global Business Travel

3d

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. In this role, you’ll join our U.S. Military and Government team, specializing in seamless travel management services to our federal clients. What You’ll Do Provides leadership and coaching to a team of travel consultants. Drives change and employee engagement through effective communications Uses data to monitor counselors’ activity and trends to provide ongoing performance feedback for delivery of excellent customer experience Business Leader Coordinates and facilitates basic management approaches for work scheduling, prioritizing, and process execution for day-to-day work Organizes and executes daily work to available staff Work as part of a leadership team Defense and Government accounts will require ability to pass an extended government background check What We’re Looking For At least 1 year as TEC III 4+ years working in a customer service environment Sabre GDS experience required Experience issuing tickets and working Sabre queues preferred Excellent verbal and written communication skills Expert knowledge of customer service satisfaction requirements Strong problem solving skills CWT accepts Military experience/certifications as substitute for some requirements. Because this position is directly with our United States Federal Government client, the United Sates government requires that the successful candidate be a US Citizen. Authorization to work in the US is not sufficient for this position. Additionally, you will be subject to a company and government background investigation including a criminal history and credit record review. To the extent, this position enables access to traveler personal identifiable information (PII) as defined by the U.S. Government or vital trust data as defined by CWT, then the individual is required to adhere to all government required and/or company mandated information security policies and regulations. The individual is also required to take all information security and Privacy Act training required by the Government and/or company. The individual is required to safeguard any such information and in the event of any improper disclosure to company officials in accordance with applicable information security policies or regulations. Location United States For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document. Benefits at a glance This role is for CWT Defense & Government within CWT, a member of the American Express Global Business Travel family of companies. The #TeamGBT Experience Work 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;” please apply anyway. You may be exactly the person we’re looking for! Click Here to Learn More

Requirements

• At least 1 year as TEC III
• 4+ years working in a customer service environment
• Sabre GDS experience required
• Excellent verbal and written communication skills
• Expert knowledge of customer service satisfaction requirements
• Strong problem solving skills
• Because this position is directly with our United States Federal Government client, the United Sates government requires that the successful candidate be a US Citizen.
• Authorization to work in the US is not sufficient for this position.
• Additionally, you will be subject to a company and government background investigation including a criminal history and credit record review.
• To the extent, this position enables access to traveler personal identifiable information (PII) as defined by the U.S. Government or vital trust data as defined by CWT, then the individual is required to adhere to all government required and/or company mandated information security policies and regulations.
• The individual is also required to take all information security and Privacy Act training required by the Government and/or company.
• The individual is required to safeguard any such information and in the event of any improper disclosure to company officials in accordance with applicable information security policies or regulations.

Nice To Haves

• Experience issuing tickets and working Sabre queues preferred
• CWT accepts Military experience/certifications as substitute for some requirements.

Responsibilities

• Provides leadership and coaching to a team of travel consultants.
• Drives change and employee engagement through effective communications
• Uses data to monitor counselors’ activity and trends to provide ongoing performance feedback for delivery of excellent customer experience
• Coordinates and facilitates basic management approaches for work scheduling, prioritizing, and process execution for day-to-day work
• Organizes and executes daily work to available staff
• Work as part of a leadership team
• Defense and Government accounts will require ability to pass an extended government background check

Benefits

• health and welfare insurance plans
• retirement programs
• parental leave
• adoption assistance
• 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.
• access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed