Bilingual Operations Supervisor

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. Were here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

As a Supervisor youll lead a highly skilled team of approximately 25-35 Travel Counselors. If you thrive on variety in work building relationships with clients and colleagues and empowering teammates to achieve their goals we hope you apply.

What Were Looking For

• 3-5 years of leadership experience in team management/coaching roles at Call Center

• Proven track record of coaching and developing high-performing teams

• Advanced-level English proficiency

• Strong interpersonal and communication skills

• Proficient in data-driven decision-making methodologies

• Advanced capability in analyzing complex business performance metrics

• Experienced in Global Distribution Systems (GDS) including Sabre Apollo or Amadeus is a plus

• Proficient in Microsoft Office Suite (Excel PowerPoint etc.)

• Ability to motivate and inspire team members to achieve exceptional results

• Must be physically located in Mexico City (CDMX) -Workplace: Montes Urales 505 Lomas de Chapultepec. Miguel Hidalgo.

What Youll Do

People (75%)

• Lead and coach a team of Travel Counselors

• Provide regular documented coaching and feedback to team members

• Investigate service and quality errors with a curious mentality and provide helpful feedback

• Collaborate with HR to determine performance ratings and action plans in alignment with Amex GBT standards

• Facilitate account-specific onboarding and training for new hires after the initial centralized Traveler Care training program is complete

• Collaborate with fellow team coaches - share information achievements and issues

• Listen to calls as required to validate service levels and compliance standards

Customer (25%)

• Be the voice of Traveler Care for new technological implementations

• Participate in meetings with commercial client management partners when necessary providing operational information needed for customer-facing conversations

• Research and resolve client service concerns; develop strategy and craft messaging for the Traveler Care team and commercial peers

• Analyze act and communicate results on CSAT performance

• Keep the team informed on changes to client travel policies

• Collaborate with Team Operations to achieve and exceed client expectations based on contractual service level requirements

Location

Click here to learn more about the benefits we offer in Mexico.

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 20000 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.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

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.

What if I dont meet every requirement If youre passionate about our mission and believe youd be a phenomenal addition to our team dont worry about checking every box; please apply anyway. You may be exactly the person were looking for!