Servicing Travel Advisor Lead, Chase Travel

Job description

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