Team Leader- 24/7x365

American Express Global Business Travel; Annapolis (MD); On-site; USD 60,000 - 100,000; Full time

Benefits offered by this job

Flexible benefits

Travel perks

Access to learning platform

Inclusion programs

Job summary

American Express Global Business Travel is hiring a Team Leader to lead a U.S. Military and Government travel service team.

The role emphasizes delivering outstanding service to defense and government clients before, during, and after trips, using Amex GBT’s technology to ensure a memorable travel experience. You will coach a team of travel consultants, drive engagement, and use data to improve performance while coordinating scheduling and day-to-day operations as part of a leadership team.

Qualifications

• 8+ years of experience as Travel consultant.
• 4+ years in a customer service environment.
• Sabre GDS experience required.
• Experience issuing tickets and working Sabre queues preferred.

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.
• 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, payroll, attendance tracking.

Skills

Leadership

Sabre GDS

Communication

Problem solving

Self-motivated

Adaptable

Team coaching

Tools

Sabre GDS

CMS

Avaya

Power Advantage

Job description

United States

Full time

J-85156

Amex GBT is a place where colleagues find inspiration in travel as a force for good and - through their work - can make an impact on our industry. We're here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

In this role, you'll join our U.S. Military and Government team, specializing in seamless travel management services to our federal clients.

As a Team Leader, you will provide outstanding customer service to defense & government stakeholders before, during, and after their business trips. Through our winning combination of outstanding people and innovative technology, we're focused on ensuring that the travel experience of our customers is unforgettable from start to finish, for all the right reasons.

What You'll Do

• 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 memo's, payroll, attendance tracking, Interviewing

What We're Looking For

• 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: Experience in Defense & Government, CMS, Avaya and Power Advantage
• Hours of operation are 24 x 7 x 365. Please be prepared to work late evening or overnight shifts, as well as some weekends and holidays

CWT accepts Military experience/certifications as a substitute for some requirements.

The US national base salary range for this position is from $60.000K - $100.000K Annually.

The national range provided includes the base salary that the company expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Location

United States

For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance (https://explorer.amexglobalbusinesstravel.com/rs/346-POJ-129/images/CWT%20US%20Benefits%20at%20a%20Glance.pdf?version=0)

This role is for CWT Defense & Government within CWT, a member of the American Express Global Business Travel family of companies.

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement (https://www.amexglobalbusinesstravel.com/gbt-recruitment-privacy-statement/) .

What if I don't meet every requirement? If you're passionate about our mission and believe you'd be a phenomenal addition to our team, don't worry about "checking every box;" please apply anyway. You may be exactly the person we're looking for!