Customer Service Team Supervisor
hace 3 días
Our Vision
At American Express, our vision is to be the most trusted and respected brand in the industry. We strive to deliver exceptional customer experiences, with a focus on innovation, integrity, and excellence.
The Role
We're seeking an experienced Team Leader to join our Customer Service team. In this role, you'll be responsible for leading a team of Customer Care Professionals, providing coaching and feedback, and motivating them to achieve their goals.
Your primary focus will be on ensuring that our customers receive the highest level of service, resolving issues quickly and efficiently, and identifying opportunities for process improvement. You'll work closely with other teams to monitor and improve performance, make hiring decisions, and conduct monthly performance appraisals.
Responsibilities
- Lead a Team of Customer Care Professionals: Provide guidance, coaching, and feedback to help team members achieve their goals.
- Motivate and Coach Team Members: Encourage and motivate team members to provide exceptional customer service, with a focus on achieving their goals.
- Monitor and Improve Performance: Identify areas for improvement and implement changes to increase efficiency and productivity.
- Make Hiring Decisions: Conduct interviews and make hiring decisions to ensure the right talent is joining the team.
- Conduct Monthly Performance Appraisals: Evaluate team member performance and provide feedback to help them grow and develop.
Requirements
- Leadership Skills: Proven ability to lead and motivate teams, with a strong track record of success in a leadership role.
- Communication Skills: Excellent written and verbal communication skills, with the ability to communicate effectively at all levels of the organization.
- Analytical Skills: Strong analytical skills, with the ability to evaluate data and identify trends and opportunities for improvement.
- Problem-Solving Skills: Proven ability to solve complex problems and make sound judgments in a fast-paced environment.
- Technical Skills: Proficiency in Microsoft Office Suite, with experience working in a customer-facing role.
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