Team Coach

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. As a Team Coach, you’ll lead a highly
skilled remote team of approximately 25-35 Travel Counselors. If you thrive on
variety in work, building relationships with clients and colleagues, and
empowering teammates to achieve their goals, we hope you apply. What You’ll Do
People (75%) Lead and coach a team of Travel Counselors Provide regular,
documented coaching and feedback to team members Investigate service and quality
errors with a curious mentality, and provide helpful feedback Collaborate with
HR to determine performance ratings and action plans in alignment with Amex GBT
standards Facilitate account-specific onboarding and training for new hires
after the initial centralized Traveler Care training program is complete
Collaborate with fellow team coaches - share information, achievements, and
issues Listen to calls as required to validate service levels and compliance
standards Customer (25%) Be the voice of Traveler Care for new technological
implementations Participate in meetings with commercial client management
partners when necessary, providing operational information needed for
customer-facing conversations Research and resolve client service concerns;
develop strategy and craft messaging for the Traveler Care team and commercial
peers Analyze, act, and communicate results on CSAT performance Keep the team
informed on changes to client travel policies Collaborate with Team Operations
to achieve and exceed client expectations based on contractual service level
requirements What We’re Looking For Previous leadership experience Excellent
listening skills and curious mentality Customer service oriented Sabre and/or
Apollo experience preferred Salesforce (case e-mail) experience a plus
Collaborative and passionate about building relationships Experience making
data-driven decisions and achieving financial and service targets Location
Bangalore, India 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
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