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Servicing Travel Advisor Lead, Chase Travel
lead · Other
Bring your leadership and coaching strengths to a fast-growing travel service team where your impact shows up every day. You’ll help build a positive, high-performance culture while delivering great outcomes for customers.
As a Travel Contact Center Team Lead in Chase Travel, you lead and support a team of travel advisors handling inbound calls. You coach day-to-day performance, reinforce quality standards, and help your team consistently meet service and productivity goals.
Job responsibilities
- Lead daily workflow, queue coverage, and quality execution for a team of travel advisors
- Coach team members through real-time support, feedback, and performance conversations
- Monitor calls and complete quality assessments aligned to established guidelines
- Track and drive performance against operational goals and key performance indicators
- Partner across functions to capture, share, and act on insights for training and process improvement
- Facilitate team meetings to reinforce best practices, updates, and expectations
- Support interviewing, hiring activities, and onboarding for new team members
Required qualifications, capabilities, and skills
- High school diploma or equivalent experience
- 1 year of experience in a contact center role
- 1 year of people leadership experience (e.g., team lead, supervisor, or similar)
- Strong written and verbal communication skills
- Proficiency in Microsoft Office (Outlook, Word, Excel)
- Ability to work onsite as scheduled
- Flexibility to work assigned schedules during operating hours, including evenings and weekends, and to attend training as scheduled
Preferred qualifications, capabilities, and skills
- Demonstrated initiative in identifying issues and proposing practical solutions
- Experience fostering employee engagement through visible, approachable leadership