The Team Coach at GBT is accountable for 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 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 role's focus is split 70% on coaching and performance evaluation, and 30% on client relationships.
Act as the People Leader for all Travel Counselors in the team
Coaching - provide regular, documented coaching to team members, ensuring all are meeting or exceeding performance targets
Investigate service and quality errors, provide coaching and feedback
Make decisions on performance ratings and compensation
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 Traveler Care training program is complete
Participate in client meetings as required
Research and resolve with commercial partners on client service escalations, assist with strategy, messaging to the team and client as necessary
Document and update the necessary systems and tools with client policy changes
Accountable for team upskill on changes to Client travel policies
Engage with Commercial partners and clients to deliver exceptional traveler care, ensure client performance goals are achieved, and manage and deliver strong traveler and arranger experience
Work with Leadership to ensure Team is delivering high quality, efficient and effective service results
Monitor errors (CSI/Debit Memos) in internal systems to confirm closure and coach where applicable
Work in collaboration with the WFM to achieve client service level consistency per the contract and ensure client expectations are met or exceeded
Call listening as required, to ensure employees are adhering to minimum service and compliance standards and to validate any disputes or service issues
Skills and Experience
People Leadership Experience
Passion for coaching with excellent questioning and listening skills
Solution orientation, coaching employees to find their own solutions
Relationship building and management
Customer services focus
Focus on customer and data driven decision-making
High volume, rapidly changing and demanding service environment
United States - Virtual Location
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.
GBT Recruitment Privacy Statement (~~~/)
American Express Global Business Travel (GBT) is the world's leading business partner for managed travel. We help companies and employees prosper by making sure travelers are present where and when it matters. We keep global business moving with the powerful backing of 16,000 travel professionals in more than 140 countries. Companies of all sizes, and in all places, rely on GBT to provide travel management services, organize meetings and events, and deliver business travel consulting.