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 Gurgaon 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 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 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