Team Leader - Operations

In this role as a Chat Servicing Team Leader at American Express, you will lead a team of chat agents to provide exceptional customer service and support. Your strong leadership skills, customer-centric mindset, and ability to drive performance will be essential in achieving key metrics and ensuring high-quality service delivery. Your role will involve motivating and developing team members, monitoring performance metrics, and collaborating with stakeholders to enhance the overall customer experience. **Key Responsibilities:** - Lead and motivate a team of agents to achieve performance targets and deliver excellent customer service. - Provide regular coaching, mentoring, and feedback to enhance team members" skills and performance. - Foster a positive and collaborative team culture to promote engagement and morale. - Monitor and analyze team performance metrics to ensure adherence to quality standards and KPIs. - Implement strategies to improve team performance and meet service level agreements. - Conduct regular performance reviews and set clear expectations for team members. - Ensure the team consistently meets or exceeds customer satisfaction goals. - Identify trends for improvement based on customer feedback and enhance the customer experience. - Collaborate with stakeholders to identify process improvements and efficiency gains. - Facilitate clear communication within the team and with other departments. - Serve as a point of contact between the chat servicing team and management, providing updates on performance and challenges. - Ensure adherence to company policies, procedures, and regulatory requirements. - Identify and mitigate risks related to customer interactions and data security. - Demonstrate a team player mindset with a clear understanding of the company's code of conduct. **Qualifications:** - Excellent communication skills with preferred knowledge in Credit Card Servicing and American Express policies. - Strong leadership skills with the ability to work effectively within a team environment. - Quick comprehension, clear articulation, and basic troubleshooting knowledge. - Proficiency in performance metrics, PC skills, and organizational/time-management skills. - Performance rating of G3/L3 or better in the last annual PMP review. - Tenured for a minimum of 12 months at Band 28 and 18 months at Band 30 in the current role. American Express prioritizes the well-being of its colleagues and their loved ones by offering benefits such as competitive salaries, bonus incentives, financial support, comprehensive medical coverage, flexible working arrangements, parental leave policies, on-site wellness centers, counseling support, and career development opportunities.,