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Team Leader - Travel & Lifestyle Services

Company: American Express
Location: Salem
Posted on: September 24, 2022

Job Description:


American Express Travel & Lifestyle Services (TLS) provides our Card Members around the world with a full range of travel services, from trip planning and booking to enhancing the broader travel experience. It is our mission to become essential to our customers by providing differentiated products and services. To accomplish this, we must make Membership come to life, every day.

Our dynamic Team Leaders engage daily in delivering operational excellence through call center management, data analytics, monitoring the Card Member experience and an entrepreneurial approach to work. Leaders set the agenda by clearly presenting a compelling vision of success to their colleagues, connecting TLS Operations to the broader company, and staying connected to world events that influence the travel industry.

Leaders create an engaging and successful environment to manage, lead and mentor a team of dedicated Travel Consultants who provide travel services to our Premium Card Members. If there's a way to give our Card Members what they want, you'll find it. And that means knowing how to:

+ Select and onboard new hires, creating a positive experience and setting them up for success

+ Encourage your team to achieve their goals at an individual and team level

+ Evaluate your team's performance, and provide consistent coaching and feedback to drive continuous improvement

+ Recognize key performance indicators and build individual development and action plans that are owned and driven by the employees

+ Conduct team meetings, to lead your team through change or to ensure they are informed of any issues which may affect the way they service our Card Members

+ Ensure outstanding service delivery is the main priority


Do you have the motivation to build a career here?

+ A minimum of 2 years direct leadership experience, mentoring and developing a team

+ A minimum of 1 year experience in a service-focused environment

+ Demonstrated passion for service with the ability to resolve Card Member issues and concerns, inspiring loyalty to the brand

+ Maintain resilience, composure and remain positive under pressure and always changing circumstances

+ Strong consultative coaching skills with ability to confidently empower and inspire a team

+ Ability to drive and measure business results

+ Strong analytical skills

+ Proficiency with Microsoft Excel, Word and PowerPoint

+ Good time management and can effectively prioritize team workloads

+ Bachelor's degree is preferred

+ Travel or hospitality industry experience, with knowledge of a GDS reservation / booking system a plus

+ Contact center experience a plus

This position supports colleagues across the time zones of the US. Hours of operation are 24/7 daily. Leaders' schedules are selected via a performance-based schedule bid at minimum one time annually. Leaders are expected to remain flexible to support the fluid needs of the business.

**Work at Home Requirements:**

+ Through our Bring Your Own Internet (BYOI) Program, you will be required to locate an internet service provider who meets our connectivity requirements and arrange connections in advance of your class start date.

+ American Express will provide BYOI participants a monthly allowance to help offset costs of internet services.

+ Current minimum speed requirements are 25 mbps download x 5 mbps upload speeds, preferably through broadband cable or fiber optic services (Wi-Fi, Satellite, or DSL is not permitted).

**Additional Requirements:**

+ A secure home office, located at your confirmed address of residence, free from background noise or other distractions

+ Candidates must reside in one of 47 states where we currently hire (all U.S. States, exception: Alaska, Hawaii and California). If you live within 35 miles of one of our TLS Service Centers (Phoenix, AZ or Sunrise, FL), you may be required to work in the Service Center.

+ Travel for business related meetings, trainings or otherwise may be required.

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible - and we're proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually. You Lead the Way. We've Got Your Back.

In order to work in or visit any of our offices in the United States, we require colleagues to be fully vaccinated against COVID-19.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law. Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

US Job Seekers/Employees - Click here to view the " EEO is the Law " poster and supplement and the Pay Transparency Policy Statement . If the links do not work, please copy and paste the following URLs in a new browser window: to access the three posters.

**Job:** Travel

**Primary Location:** United States

**Other Locations:** US-Florida-Sunrise, US-Arizona-Phoenix

**Schedule** Full-time

**Req ID:** 22024933

Keywords: American Express, Salem , Team Leader - Travel & Lifestyle Services, Hospitality & Tourism , Salem, Oregon

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