Senior Travel Team Lead - Defense & Government

American Express Global Business Travel; Santa Fe (NM); On-site; USD 60,000 - 100,000; Full time

Benefits offered by this job

Flexible benefits

Travel perks

Learning platform access

Inclusion groups

Job summary

American Express Global Business Travel (Amex GBT) is seeking a Team Leader in the United States to guide a travel consultant team serving defense and government clients. You will coach, schedule, and monitor performance to ensure excellent customer experiences across 24/7 operations.

You’ll leverage Sabre GDS, issue tickets, and manage queues while fostering a collaborative, inclusive culture and strong stakeholder relationships within the U.S. Military and Government team.

Qualifications

• 8+ years of experience as travel consultant
• 4+ years working in a customer service environment
• Sabre GDS experience required
• Experience issuing tickets and working Sabre queues preferred
• Excellent verbal and written communication skills
• Expert knowledge of customer service satisfaction requirements
• Strong problem-solving skills
• Self-motivated and able to motivate others
• Creative, open-minded and willingness to adapt
• Desirable: Defense & Government CMS Avaya Power Advantage
• Hours of operation are 24 x 7 x 365; ability to work late evenings, overnights, weekends and holidays

Responsibilities

• Provides leadership and coaching to a team of travel consultants
• Drives change and employee engagement through effective communication
• Use data to monitor counselors’ activity and trends to provide ongoing performance feedback for delivery of excellent customer experience
• Business Leader
• Coordinates and facilitates basic management approaches for work scheduling, prioritizing, and process execution for day-to-day work
• Organizes and executes daily work to available staff
• Work as part of a leadership team
• Leadership tasks such as coaching, training, performance reviews, CMS monitoring, debit memos, payroll, attendance tracking, interviewing

Skills

Travel experience

Customer service

Leadership

Communication

Tools

Sabre GDS

Job description

American Express Global Business Travel (Amex GBT) is seeking a Team Leader in the United States to guide a travel consultant team serving defense and government clients. You will coach, schedule, and monitor performance to ensure excellent customer experiences across 24/7 operations.

You’ll leverage Sabre GDS, issue tickets, and manage queues while fostering a collaborative, inclusive culture and strong stakeholder relationships within the U.S. Military and Government team.