Team Coach

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 A Leader Who :

• Trains new team members joining the team
• Takes care of access to shared mailboxes Amadeus and Zoom
• Works on shift plans to fulfill the client requirements especially rebooking late night and on weekends
• Manages time off illness PTO etc.
• Be the point of contact for the team for questions problems support etc.
• Checks in with the client on progress issues challenges feedback
• Makes sure that invoicing and reconciliation per project is in place
• Performs regular reviews with the team and the client
• Be the first escalation point of contact team and client
• Manages Internal and external reporting
• Takes part in regular client calls
• Sets up and managing Team Calls
• Has previous leadership experience
• Exhibits excellent listening skills and curious mentality
• Will be 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

Wiesbaden Germany

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.

Click Here 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 Amex GBT Recruitment Privacy Statement.

What if I dont meet every requirement? If youre passionate about our mission and believe you’d be a phenomenal addition to our team dont worry about checking every box; please apply anyway. You may be exactly the person we’re looking for!

Key Skills

Campaigns, Data Entry, Christmas Temporary, Advocacy, Control Engineering

Employment Type :

Full-Time

Experience :

years

Vacancy :

1