Team Leader-Operations

As a Chat Servicing Team Leader at American Express, your role involves leading a team of chat agents to provide exceptional customer service and support. You will need to demonstrate strong leadership skills, a customer-centric mindset, and a track record of driving performance and achieving key metrics. Your responsibilities will include: - Leading and motivating a team of agents to achieve performance targets and deliver excellent customer service. - Providing regular coaching, mentoring, and feedback to enhance team members" skills and performance. - Fostering a positive and collaborative team culture to promote high engagement and morale. - Monitoring and analyzing team performance metrics to ensure adherence to quality standards and key performance indicators (KPIs). - Implementing strategies to improve team performance and achieve service level agreements (SLAs). - Conducting regular performance reviews and setting clear performance expectations for team members. - Ensuring the team consistently meets or exceeds customer satisfaction goals. - Identifying trends and areas for improvement based on customer feedback and taking proactive measures to enhance the customer experience. - Collaborating with relevant stakeholders to identify opportunities for process improvements and efficiency gains. - Facilitating clear and effective communication within the team and with other departments when required. - Serving as a point of contact between the chat servicing team and management, providing regular updates on team performance and challenges. - Ensuring team members adhere to company policies, procedures, and regulatory requirements. - Identifying and mitigating potential risks related to customer interactions and data security. Qualifications required for this role include: - 2+ years of experience as a Team Leader with excellent communication skills. - Candidate with Credit Card Servicing knowledge is preferred with a strong understanding of American Express policies & procedures. - Graduation is a must-have, and a post-graduation degree is preferred. - Excellent leadership skills accompanied by quick comprehension & clear articulation. - Demonstrated Ability to Work Effectively Within A Team Environment. - Quick Navigation Ability, Web Savvy, Basic Troubleshooting Knowledge. - In-depth knowledge of performance metrics. - Good PC skills. - Organizational, decision-making, and time-management skills.,