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Team Leader- Service Delivery

3 months ago

Oklahoma City, Oklahoma, United States American Express Global Business Travel Full time

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.

Ready to explore a career path? Start your journey.

What You'll Do on a Typical Day:

  • Act as the People Leader for all Travel Consultants in the team
  • Coaching – provide regular, documented coaching to team members, ensuring all are meeting or exceeding performance targets
  • Monitor, review and coach to all KPI metrics at the individual and team level
  • Investigate service and quality errors, provide coaching and feedback
  • Manage underperformance on a timely basis, engaging the employee when developing Performance Improvement Plans and formal warnings, working in partnership with HR as applicable
  • Analyze and act on CSAT performance, identify actions and communicate results

What We're Looking For :

  • People Leadership – Managing a team of Travel Consultants
  • Passion for coaching with excellent questioning and listening skills
  • Solution orientation, coaching employees to find their own solutions
  • Relationship building and management
  • Customer service focus
  • Focus on customer and data driven decision-making
  • Technical savvy a must, Sabre or other GDS skills a plus.
  • Experience working in a client first environment
  • Experienced in meeting and achieving financial metrics and service targets
  • High volume, rapidly changing and demanding service environment
  • Business Travel or Travel Services desirable but not essential
  • Demonstrated strong sense of urgency while maintaining exemplary detail accuracy under pressure.
  • Capable of prioritizing, multi-tasking, and handling high volume effectively.
  • Ability to delegate to and prioritize tasks for others.
  • Presentable, flexible, proactive and with a desire to succeed.
  • Some business travel knowledge - highly preferred

Location

United States

The US national annual base salary range for this position is from $41,500 to $80,500. The national range provided includes the base salary that Egencia expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate's relevant experience, skills, knowledge, and work location.

This role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance )

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 more.
  • 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 global tuition assistance, 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 Diversity, Equity, and Inclusion in every aspect of our business at 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.
  • Wellbeing resources to support mental and emotional health for you and your immediate family.
  • And much more

This role is for Egencia LLC ("Egencia" or the "Company"), a member of the American Express Global Business Travel family of companies.

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.

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 GBT Recruitment Privacy Statement ) .

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

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