Team Leader

hace 1 semana

Buenos Aires, Argentina AMEX A tiempo completo

About the Role

We are seeking a highly skilled and experienced Team Leader to join our Global Services Group team at American Express. As a Team Leader, you will be responsible for leading a team of Customer Care Professionals (CCPs) in delivering exceptional customer service and ensuring the smooth operation of our Know Your Customer (KYC) processes.

Main Responsibilities

  • Lead and motivate a team of CCPs to achieve exceptional customer service and process efficiency.
  • Develop and implement process improvements to enhance customer experience and reduce operational costs.
  • Provide coaching and feedback to team members to enhance their skills and performance.
  • Monitor and analyze team performance metrics to identify areas for improvement.
  • Collaborate with cross-functional teams to resolve complex customer issues and improve overall customer satisfaction.
  • Develop and implement recognition and reward programs to motivate team members and enhance employee engagement.
  • Conduct regular team meetings and provide updates on company initiatives and goals.

Requirements

  • Advanced written and oral English knowledge.
  • Knowledge of Customer Fulfillment Network, CMMI/KYC process is a plus.
  • Excellent communication and interpersonal skills.
  • Data analytics and agile methodologies knowledge is a plus.
  • Ability to analyze and evaluate data to identify trends and make informed decisions.
  • Demonstrated leadership and management skills, with experience in leading and motivating teams.
  • Ability to build relationships with direct reports and treat employees fairly based on individual circumstance and need.

What We Offer

  • Competitive base salaries and bonus incentives.
  • Support for financial-well-being and retirement.
  • Comprehensive medical, dental, vision, life insurance, and disability benefits.
  • Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need.
  • Generous paid parental leave policies.
  • Free access to global on-site wellness centers staffed with nurses and doctors.
  • Free and confidential counseling support through our Healthy Minds program.
  • Career development and training opportunities.

About American Express

American Express is a global services company that provides customers with a range of financial and travel-related services. We are committed to delivering exceptional customer service and building strong relationships with our customers and employees. We offer a dynamic and inclusive work environment that values diversity, equity, and inclusion.

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