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With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

American Express Global Capacity & Contact Management (GCCM) team is looking for a Team Leader to join our Travel and Lifestyle Services (TLS) – Global Optimization & Contact Management - Workforce Optimization. This team provides strategic resource planning to achieve both service and financial performance targets.

How will you make an impact in this role?

The Global Optimization & Contact Management Team Leaders engage daily in delivering excellence through call center management, data analytics, monitoring the Card Member experience, and creating an engaging colleague environment. Leaders set the agenda by clearly presenting a compelling vision of success to their colleagues, connecting with TLS Operations and the broader company, and staying connected to evolving call center management industry standards.

Leaders in Workforce Optimization create an engaging and successful environment to manage, lead and mentor a team of dedicated Operations Analysts who provide planning and performance expertise for Travel & Lifestyle Services. And that means knowing how to:

• Select and onboard new hires, creating a positive experience and setting them up for success

• Encourage your team to achieve their goals at an individual and team level

• Evaluate your team’s performance, and provide consistent coaching and feedback to drive continuous improvement

• Recognize key performance indicators and build individual development and action plans that are owned and driven by the employees

• Conduct team meetings to lead your team through change or to ensure they are informed of any issues which may affect the way they service our Card Members

• Models a Growth Mindset
• Identify and implement process efficiency improvements, by generating new insights or modified approaches
• Ensure outstanding performance is the main priority
• This role is primarily Monday through Friday during standard business hours. However, flexibility is required to accommodate occasional weekends or alternate hours as business needs arise.

Minimum Qualifications:

• 1+ year direct leadership and/or experience in mentoring, coaching, and developing a team

• 2+ years in call center management (forecasting, scheduling, real-time management)

• Demonstrated passion for planning and execution with the ability to resolve issues and concerns, inspiring trust in the team

• Maintain resilience, composure and remain positive under pressure and always changing circumstances

• Strong consultative coaching and relationship management skills with ability to confidently empower and inspire a team

• Ability to drive and measure business results

• Strong analytical skills

• Good time management and can effectively prioritize team workloads

• Advanced proficiency with Microsoft Excel, Word and PowerPoint

Preferred Qualifications:

• Genesys experience strongly preferred
• Project Management experience a plus

Salary Range: $55,000.00 to $105,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries 
• Bonus incentives 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
• Free and confidential counseling support through our Healthy Minds program 
• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.