Operations Supervisor/Team Coach - United States - Ovation - Virtual

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.

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Job Purpose

The Operations Supervisor is accountable for leading a team of Travel Counselors and managing overall performance, coaching individual Travel Counselors, and guiding the team to create exceptional business travel experiences for customers. The role holder is responsible for supporting the team and Travel Counselors to meet or exceed key service metrics, revenue targets and performance indicators. They are also accountable for client relationships and customer and employee experience.

Other key responsibilities include operationalizing Business Travel Client policies and supporting clients’ service needs.  The team size may vary depending on which customers and platforms the Team Coach is supporting.

What You’ll Do on a Typical Day:

• Act as the People Leader for all Travel Counselors in the team

• Coaching – provide regular, documented coaching and feedback to team members, ensuring all are meeting or exceeding    performance targets.

• Monitor client contacts (calls, e-mails, chats etc.), review and coach on KPI metrics at the individual and team level

• Investigate service and quality errors, provide coaching and feedback

• Manage underperformance on a timely basis, engaging the employee when developing Performance Improvement Plans and formal warnings, working in partnership with HR as applicable

• Facilitate ongoing account specific onboarding/training for new team hires after the initial centralized Ovation training program is complete

What We’re Looking For:

• People Leadership – Managing …