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American Express - Consumer Travel Manager

PostPosted: Thu Dec 01, 2011 8:20 pm
by Page1News
http://jobs.americanexpress.com/job/Man ... b/1553966/

Manager - Consumer Travel - Work at Home-1115367

Description
This position is responsible for driving results through effective supervision, coaching, development and motivation of telephone sales associates and Team Leaders in our growing virtual travel phone center environment. This position will achieve customer quality and financial return targets through identification of customer needs to deliver superior service to demanding clientele, and utilize strong communication skills to provide effective direction and feedback to employees to maximize staff productivity and retention. Within this new servicing platform, this position will be responsible for creating innovative business strategies, as well as successfully driving change to implement new processes and programs. The manager will effectively collaborate with colleagues within our multi-site service center network, and across product groups and organizations to ensure Customer, Employee and Shareholder goals are met. The successful candidate must have a strong commitment and focus on customer satisfaction and developing solutions with the customer focus at the center of their decision making

American Express is an equal opportunity employer.
* Five (5) years proven management experience

* Four (4) years travel industry experience.

* Four (4) years call center leadership experience.

Experience leading workgroups in a virtual environment

* Strong leadership ability and excellent communication and organizational skills.

* Ability to create innovative solutions and drive change.

* Proven people management skills, including coaching and counseling skills for both exempt and non-exempt levels

* Strong analytical and financial knowledge

* Proven track record in driving results and initiatives.

* Strong entrepreneurially-based problem solving skills.

* Proven ability to identify and meet customer needs.

* Ability to handle change in a new and growing platform, and lead and develop bestpractices.

* Knowledge of American travel and card products preferred.

* Flexibility to work all shifts in a 24/7 environment.

The location for this position is open nationally, however there is a preference for candidates who reside in one of the Consumer Travel call center locations, (Phoenix, AZ, Lawrenceville, GA, Salt Lake City, UT, Jacksonville, FL, Miramar, FL), or a Consumer Travel Work at Home market (Austin, TX, Dallas, TX, Houston, TX, Nashville, TN, Memphis, TN, New York, NY, Philadelphia, PA, Orlando, FL, Denver, CO)