You Lead the Way. We’ve Got Your Back.

#6th in Great Place to Work’s Best Workplaces List in the Philippines for 2023 
#6th in Great Place to Work’s Best Workplaces List in the Philippines for IT-BPM for 2023 
#8th in Fortune Magazine’s 2023 World’s Most Admired Companies 
#1st in the J.D. Power 2022 U.S. Credit Card Satisfaction Study of National Credit Card Issuers

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.

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 Trave and Lifestyle Operations and the broader company, and staying connected to evolving call center management industry standards.

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)
  
• Advanced proficiency with Microsoft Excel, Word and PowerPoint

Preferred Qualifications:

• Project Management experience a plus
  
• 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
  
• Genesys experience strongly preferred

Additional Details:

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
  
• Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
  
• Work From Home Requirements:
  
  • Must have at least 25 mbps internet connection plan / speed
    
  • Must have a private & quiet area to work at home
    
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives

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 
  
• Support for financial-well-being and retirement 
  
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
  
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
  
• Generous paid parental leave policies (depending on your location) 
  
• 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

This role is not open to visa sponsorship according to business requirements.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

To know more about our recruitment process, you may watch this short video – What to Expect: Recruitment at American Express