Team Leader Account Development | [E-548]

Team Leader Account Development | [E-548]

10 nov
|
American Express
|
México

10 nov

American Express

México

You Lead the Way. We’ve Got Your Back.



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.



Responsible for coaching and developing a group of 15 Customer Care Professionals.

Take escalation of cases according to empowerment levels or complaints. Tracking the performance of a team and individual base taking real time adjustment actions when needed. Provide feedback and manage individual issues within the team. Program schedules according to capacity plan. Answer of audits according to requirements from management. Assure continues functionality of equipment as well as systems supervising and reporting tickets as soon as any issues arise. Perform all production and non productive activities such as up training, huddles, etc according to capacity plan. Identify critical drivers of productivity and effectiveness. Communicate to Customers when an escalation case is raised by the analyst. The relationship with customers is done by phone, letter, SMS and ocassionally by other channels such personally or email. The work mode is call center, inbound calls and well as various administrative and control tasks. Complete monthly Performance Management process and review development plan on a timely basis.



Leadership skills.



-Comitted to develop talent thru coaching and feedback skills



-Production management skills.



-Working under challenging and changing environment.



-Communication skills.



-Negotiation skills.



-Analytical skills.



-Service intend.



-Conflict management.



-Problem solving.



-Flexibility on schedule



- English language is a plus



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

El anuncio original lo puedes encontrar en Kit Empleo:
https://www.kitempleo.com.mx/empleo/20257995/team-leader-account-development-e-548-mexico/?utm_source=html

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