TakeAMEX Team Leader

American Express; 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

Job Description

9th in Great Place to Work's Best Workplaces in the Philippines 2026

10th in Fortune Magazine's 2026 World's Most Admired Companies

6th in Great Place to Work Philippines Best Workplaces in IT-BPM 2026

4th in Great Place to Work's Best Company To Work For 2025

About The Team

Global Merchant Services, the merchant network of American Express, acquires and maintains relationships with millions of merchants around the world who welcome American Express-branded Cards. U.S. Merchant Acquisition and Sales Enablement (MASE) is an organization comprised of professionals dedicated to signing and enabling U.S. merchants for AXP Card acceptance. Merchant Acquisition and Sales Enablement team contributes billions in annual new charge volume to the U.S. merchant business, focused on driving growth in B2B spend by enabling our Global Commercial Services buyers to spend on to the AXP network.

Role Summary

This TakeAMEX Team Leader role is responsible for leading a team of phone agents supporting inbound acquisition for new merchant prospects across small and unmanaged segments. The team also drives outbound engagement through colleague-referred merchant opportunities to expand Card acceptance.

The team leader will be accountable for creating a high-performing, highly engaged team environment while delivering against business goals. Success requires strong coaching capabilities, attention to performance metrics, and the ability to drive consistency in a high-volume, process-driven environment.

Responsibilities

• Lead and support a team of outbound Telephone Agents to achieve performance goals
• Coach, develop, and inspire a team of colleagues to achieve and exceed performance goals.
• Drive accountability through clear expectations, consistent feedback, and performance management practices
• Oversee outbound merchant outreach aligned to colleague referrals, driving incremental acquisition and expanding Card acceptance
• Ensure adherence to call guides, compliance requirements, and established processes
• Act as an escalation point for complex merchant situations, demonstrating ownership and a commitment to doing what’s right for the customer
• Use data and insights to identify opportunities, remove barriers, and continuously improve team performance and processes

Qualifications

• High school diploma or equivalent required;
• Associate’s or Bachelor’s degree preferred
• 3+ years of experience in customer service, sales support, operations, call center, or related environment
• Prior experience in a team lead, supervisory, or mentoring capacity (formal or informal)
• Strong verbal and written communication skills with the ability to provide clear guidance, feedback, and coaching
• Proven ability to coach and develop team members to improve performance, quality, and productivity
• Demonstrated ability to analyze performance metrics and reporting to identify trends and drive operational improvements
• Strong organizational and time management skills with the ability to prioritize multiple tasks and meet deadlines in a fast-paced environment
• Strong attention to detail with a focus on accuracy, data integrity, and adherence to established processes
• Proficiency in Microsoft Office Suite, including Word, PowerPoint, and Excel
• Ability to work effectively in a structured, team-oriented, and performance-driven environment
• Experience with performance management, reporting, and metrics analysis
• Strong analytical mindset with the ability to identify trends and drive process improvements

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

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

About Us

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

About The Team

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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

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