Hybrid Travel & Concierge Team Lead

American Express; Manila; Hybrid; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Competitive base salaries

Bonus incentives

Career development

Hybrid/onsite options

Medical & dental benefits

Job summary

American Express Travel and Concierge Experiences (TCE) in Taguig City, Manila, Philippines (Hybrid) seeks a Team Leader to guide a team of Travel Consultants delivering premium Card Member experiences, mentoring and coaching for service excellence.

The role emphasizes coaching, KPI-driven performance, cross-team collaboration, and ensuring first-class service in a dynamic voice and chat center environment; leadership growth and career development are emphasized.

Qualifications

• Bachelor's degree—an advantage
• 3–4 years in a leadership role with mentoring
• Experience in travel or hospitality with Sabre/booking systems
• Call center experience in voice or chat
• Collaborative with ability to influence
• Experience driving performance through coaching and monitoring
• Strong customer service and issue resolution experience
• Resilience under pressure and adaptability
• Ability to develop and champion a team; skills development
• Experience monitoring KPIs and reporting to senior management
• Strong Microsoft Excel, Word, and PowerPoint skills
• Good time management and prioritization
• Excellent written and verbal communication

Responsibilities

• Inspire team to achieve goals at individual, team and org levels
• Provide coaching, mentoring and feedback based on travel industry knowledge
• Collaborate with leaders to share best practices and improve performance
• Define development plans and KPIs for employees
• Improve customer satisfaction and efficiency in premium servicing
• Lead team meetings through change and issues
• Communicate with Card Members via outbound calls and chats
• Ensure first-class service delivery is priority
• Adapt to dynamic contact center environment and support change
• Manage time to stay available for team and business needs
• Build an engaged team through regular development activities

Skills

Leadership

Travel industry knowledge

Voice/Chat support experience

Sabre / booking system

Coaching and mentoring

Communication skills

Education

Bachelor's degree

Tools

Sabre booking system

CRM systems

MS Excel

PowerPoint

Job description

American Express Travel and Concierge Experiences (TCE) in Taguig City, Manila, Philippines (Hybrid) seeks a Team Leader to guide a team of Travel Consultants delivering premium Card Member experiences, mentoring and coaching for service excellence.

The role emphasizes coaching, KPI-driven performance, cross-team collaboration, and ensuring first-class service in a dynamic voice and chat center environment; leadership growth and career development are emphasized.