French-Speaking Travel & Concierge Team Lead

American Express International Inc.

Taguig

Hybrid

PHP 1,100,000 - 1,300,000

Full time

5 days ago

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Job summary

American Express Global Servicing Philippines seeks a Team Leader for Travel & Concierge Experiences (French bilingual). You will lead a multi-channel travel servicing team, drive performance against SLAs, and coach staff to deliver high-quality customer experiences.

Requirements include 3–5 years in BPO operations with at least 2 years in leadership, fluency in English and French, strong coaching and stakeholder management, and willingness to work weekends and overnights as needed.

Qualifications

Fluency in English and French (spoken and written) is required.
3–5 years of experience in BPO/contact center operations with leadership exposure.
Proven ability to manage team performance and deliver operational KPIs.
Experience leading multi-channel servicing teams and strong coaching skills.
Willingness to work weekend and overnight shifts.

Responsibilities

Own and deliver team performance against SLAs, productivity, quality, and customer satisfaction targets.
Oversee and manage case volumes across channels, ensuring accuracy and timely completion.
Identify performance gaps and implement corrective actions to improve results.
Lead and develop Travel Consultants through structured coaching and performance management.
Drive process improvements and manage change initiatives within the team.