Team Coach

As a Team Coach, youll 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 Youll 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 Were 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