Travel Concierge Team Leader – Premium Service

American Express; Taguig; Hybrid; PHP 1,100,000 - 1,700,000; Full time

Benefits offered by this job

Competitive base salaries

Bonus incentives

Flexible working model

Parental leave policies

Wellness program

Career development

Job summary

American Express is seeking a dynamic Operations Team Leader to coach Travel Consultants in a hybrid work setting at BGC, Taguig. You will inspire the team, monitor performance, and coach for exceptional service delivery to premium Card Members.

You will lead a group delivering leisure travel services, leveraging Sabre and other booking tools, and collaborating with cross-functional partners to exceed service levels and business goals while developing future leaders.

Qualifications

• Bachelor's degree is advantageous
• 3–4 years of leadership experience REQUIRED
• Experience in travel or hospitality with Sabre/booking system REQUIRED
• Call center experience REQUIRED
• Collaborative mindset and ability to influence others
• Experience driving performance through monitoring and coaching
• Strong commitment to service excellence and customer satisfaction
• Resilience and composure under pressure in a dynamic environment
• Ability to develop and champion a high-performing team
• Experience monitoring, reporting and presenting KPIs to senior management
• Strong MS Excel/Word/PowerPoint skills
• Good time management and prioritization
• Excellent written and verbal communication

Responsibilities

• Inspire your team to achieve goals and provide coaching and feedback
• Evaluate performance and develop individual growth plans
• Collaborate with leaders to share proven practices and boost team performance
• Set and monitor KPIs; create development actions for staff
• Improve customer satisfaction and service efficiency in premium servicing
• Lead team meetings and communicate changes or issues to the team
• Engage with Card Members via outbound calls and chats when needed
• Ensure first-class service delivery remains the priority
• Adapt to voice/chat center dynamics and support the team
• Manage time effectively to support business needs
• Cultivate an engaged team through ongoing career development

Skills

Leadership experience

Sabre knowledge

Call center experience

Customer service

Excel

Word

PowerPoint

Time management

Communication skills

Team development

KPI reporting

Analytical skills

Education

Bachelor's degree

Job description

American Express is seeking a dynamic Operations Team Leader to coach Travel Consultants in a hybrid work setting at BGC, Taguig. You will inspire the team, monitor performance, and coach for exceptional service delivery to premium Card Members.

You will lead a group delivering leisure travel services, leveraging Sabre and other booking tools, and collaborating with cross-functional partners to exceed service levels and business goals while developing future leaders.