<ul>
<li style="text-align:start;">Lead and motivate a team of agents to achieve performance targets and deliver excellent customer service.</li>
</ul>

<ul>
<li style="margin-left:0px;">Provide regular coaching, mentoring, and feedback to team members to enhance their skills and performance.</li>
</ul>

<ul>
<li style="margin-left:0px;">Foster a positive and collaborative team culture, promoting a high level of engagement and morale.</li>
</ul>

<ul>
<li style="margin-left:0px;">Monitor and analyze team performance metrics, ensuring adherence to quality standards and key performance indicators (KPIs).</li>
</ul>

<ul>
<li style="margin-left:0px;">Implement strategies to improve team performance and achieve service level agreements (SLAs).</li>
</ul>

<ul>
<li style="margin-left:0px;">Conduct regular performance reviews and set clear performance expectations for team members.</li>
</ul>

<ul>
<li style="margin-left:0px;">Ensure that the team consistently meets or exceeds customer satisfaction goals.</li>
</ul>

<ul>
<li style="margin-left:0px;">Identify trends and areas for improvement based on customer feedback and take proactive measures to enhance the customer experience.</li>
</ul>

<ul>
<li style="margin-left:0px;">Collaborate with relevant stakeholders to identify opportunities for process improvements and efficiency gains.</li>
</ul>

<ul>
<li style="margin-left:0px;">Facilitate clear and effective communication within the team and with other departments, when required.</li>
</ul>

<ul>
<li style="margin-left:0px;">Serve as a point of contact between the chat servicing team and management, providing regular updates on team performance and challenges.</li>
</ul>

<ul>
<li style="margin-left:0px;">Ensure team members adhere to company policies, procedures, and regulatory requirements.</li>
</ul>

<ul>
<li style="margin-left:0px;">Identify and mitigate potential risks related to customer interactions and data security</li>
</ul>

<ul>
<li style="margin-left:0px;">A team player with a clear understanding of companys code of conduct</li>
</ul>

Qualifications:

<ul>
<li style="margin-left:0px;">Should possess excellent communication skills. Candidate with Credit Card Servicing knowledge is preferred with strong understanding of American Express policies &amp; procedures.</li>
</ul>

<ul>
<li style="margin-left:0px;">Excellent leadership skills accompanied by quick comprehension &amp; clear articulation. Demonstrated Ability to Work Effectively Within A Team Environment Quick Navigation Ability, Web Savvy, Basic Troubleshooting Knowledge</li>
</ul>

<ul>
<li style="margin-left:0px;">In-depth knowledge of performance metrics</li>
</ul>

<ul>
<li style="margin-left:0px;">Good PC skills</li>
</ul>

<ul>
<li style="margin-left:0px;">Organizational, decision-making and time-management skills</li>
</ul>

<ul>
<li style="margin-left:0px;">The incumbent should have a performance rating of G3/L3 or better in the last annual PMP review.</li>
</ul>

<ul>
<li style="margin-left:0px;">The incumbent should not be on any type of counseling at the time of applying.</li>
</ul>

<ul>
<li style="margin-left:0px;">The incumbent should be tenured for a minimum of 12 months at Band 28 and 18 months at Band 30 in the current role as on the date of application timeline.</li>
</ul>

Benefits include:

<ul>
<li style="margin-left:0px;">Competitive base salaries</li>
</ul>

<ul>
<li style="margin-left:0px;">Bonus incentives</li>
</ul>

<ul>
<li style="margin-left:0px;">Support for financial-well-being and retirement</li>
</ul>

<ul>
<li style="margin-left:0px;">Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)</li>
</ul>

<ul>
<li style="margin-left:0px;">Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need</li>
</ul>

<ul>
<li style="margin-left:0px;">Generous paid parental leave policies (depending on your location)</li>
</ul>

<ul>
<li style="margin-left:0px;">Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)</li>
</ul>

<ul>
<li style="margin-left:0px;">Free and confidential counseling support through our Healthy Minds program</li>
</ul>

<ul>
<li style="margin-left:0px;">Career development and training opportunities</li>
</ul>

Team Leader Operations in New Delhi (UID-7467)

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