Merchant Acquisition Team Leader

American Express Company; Taguig; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid work arrangement

Competitive base salary

Bonus incentives

Medical benefits

Job summary

American Express Philippines is seeking a TakeAMEX Team Leader to guide a team of outbound telephone agents supporting inbound acquisition for new merchant prospects across small and unmanaged segments. The role emphasizes coaching, performance metrics, and delivering against business goals in a high-volume, process-driven environment.

You will ensure adherence to call guides, drive merchant outreach via referrals, and foster a high-engagement, high-performing team with data-driven improvements

Qualifications

• Requires high school diploma or equivalent; degree preferred.
• 3+ years in customer service, sales support, or call center environments; supervisory experience preferred.
• Strong coaching, feedback, and performance management capabilities.
• Proven ability to analyze performance data and drive process improvements.

Responsibilities

• Lead and support a team of outbound Telephone Agents to achieve performance goals.
• Coach, develop, and inspire teammates to meet and exceed targets.
• Drive accountability through clear expectations and consistent feedback.
• Oversee outbound merchant outreach aligned to referrals and merchant acquisition goals.
• Ensure adherence to call guides, compliance, and established processes.
• Act as escalation point for complex merchant situations, delivering customer-focused solutions.
• Use data and insights to identify opportunities and continuously improve team performance.

Skills

Customer service

Team leadership

Coaching

Performance management

Data analysis

Communication

Time management

Education

High school diploma or equivalent

Associate/Bachelor’s degree preferred

Tools

MS Excel

MS Word

MS PowerPoint

Job description

American Express Philippines is seeking a TakeAMEX Team Leader to guide a team of outbound telephone agents supporting inbound acquisition for new merchant prospects across small and unmanaged segments. The role emphasizes coaching, performance metrics, and delivering against business goals in a high-volume, process-driven environment.

You will ensure adherence to call guides, drive merchant outreach via referrals, and foster a high-engagement, high-performing team with data-driven improvements