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Team Leader Viajes y Ocio (Temporal 6 meses, Spain) Full Time

en American Express en Madrid (Publicado en 30-05-2019)

Madrid, Madrid provincia
Please note that this is temporal position for 6 months.

As a Team Leader for the Travel and Lifestyle Services division within American Express, you will manage a team of consultants within our service center, managing production, taking escalation calls from Card Members, providing knowledgeable and consultative coaching and mentoring that is based on your own experiences and expert knowledge of the travel and lifestyle services industries. Using effective situational leadership and team building methods, you will be able to transform your team?s performance, drive revenue and increase engagement.

American Express fosters a goal-oriented environment, where you will be frequently coached as our commitment to help you develop world-class management and leadership skills.

We want extraordinary Travel & Lifestyle Consultants who can surpass our Card Members? expectations by creating travel experiences of a lifetime.
As a Team Leader, you will be responsible for:

  • Managing, coaching and leading a team of travel and lifestyle consultants.

  • Improving individual and team performance through monitoring and coaching on customer delivery.

  • Develop and nurture team development to increase engagement and skill development.

  • Monitor, report and deliver key performance metrics to senior management.

  • Identify, propose and execute performance improvement initiatives.

  • Managing customers calls in escalation and effectively manage complaints.

  • Work supervisor: ensure that the workforce is efficient, the customer demand is met and overcome. Floor manage, ensure telephone SLA, adherence to schedule and handle questions. Communicate processes and product changes; create and cascade effective working flows and procedures.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.


A successful applicant will have the following qualifications:

  • Education

    • Associate Degree ? in Travel Related Field (Tourism) or

    • Prefer Bachelor?s Degree (Political Science, History, Geography, Art, Literature) or

    • >12 months previous role as a people leader or related work experience
  • Travel Industry Experience or Luxury/Premium Customer Service Knowledge and Experience

    • Strong appreciation for travel, tourism and luxury products and

    • Previous travel industry experience is desired but not necessary or

    • A minimum of 1-year recent experience in a customer facing premium or luxury service industry
  • Customer Service and Communication Skills

    • Previous team leadership or management is required (call center or sales is preferred).

    • The ability to communicate and connect with a team to drive performance.

    • Previous call center experience is preferred and experience in handling customer escalations is preferred.
    • Expert local native language ability Spanish (written and spoken) is required (English mandatory).
  • GDS and Computer Skills

    • GDS or computer reservations experience is preferred.
    • You must be IT literate as you will need to be able to understand and use Internet search sites and e-mail, in addition to the GDS and other in-house systems. There is a great deal of multi-tasking involved in these roles and your ability to quickly and confidently navigate a number of systems at once will be vital.
  • Leadership and Management Skills

    • Ability to identify skills gaps and provide relevant coaching and leadership is required to increase individual and team performance.

    • Experience in process improvement, analytics and gap analysis would be helpful in targeting performance improvement.
  • Other Skills
    • Presentation skills with the ability to professionally prepare and report out team results, areas for improvement and action plans to senior management.

    • Time management skills are vital, and a thorough understanding of an operations environment and culture would be beneficial

    • The ability to adapt to an ever-changing environment, being resilient and flexible.

    • Must have a ?can-do attitude?, curiosity and a healthy competitiveness.
    • Ability to work flexible shifts including nights and weekends is essential.

It?s our culture that makes American Express an outstanding place to work, if you?re ready to take on a challenge and make an impact, apply now ? we are recruiting for roles with immediate start!

Why American Express?

There?s a difference between having a job and making a difference.

American Express has been making a difference in people?s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We?ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they?re ready to take on a new career path, we?re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.

Don?t make a difference without it.

Don?t live life without it.

Talk to our people and you?ll find out what we?re really all about. Open, creative, risk-taking, collaborative and innovative are just some of the expressions you?ll hear. It?s our culture that makes American Express an outstanding place to work, and a big part of why we regularly win best workplace awards all over the world. If you?re ready to take on a challenge and make an impact, you owe it to yourself to launch or grow your career here.

Proud to be recognized by Great Place to Work España - Ranked 2nd of overall Best Companies.


ReqID: 19010214
Schedule (Full-Time/Part-Time): Full-time
Date Posted: May 28, 2019, 5:59:07 AM

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