Do you love leading teams, coaching and achieving goals? Are you passionate about customer service? When you join our team at Chase Travel, you will be part of Chase, one of the world’s most innovative banks. This is a chance to build your career and to develop your skills as part of a fast-growing global company.

As a Chase Travel Team (CTJ) Lead, you are leading a team of Travel call center agents in our exciting new line of business, Chase Travel. You will monitor and provide support and coaching to your team. This is a chance to build your career and to develop your skills as part of a fast-growing global company. If you have a passion for leadership and development, you may be the perfect fit for our travel team.

Job responsibilities

• Oversee the day-to-day performance and workflow of the agent team and answer team member questions, helping with problems, and overseeing their work for quality and guideline compliance
• Work effectively across all departments to ensure that information is captured and communicated appropriately for purposes of performance, training and process improvement and maintain comprehensive working knowledge of all programs, tools and systems
• Ensure that operational performance goals and Key Performance Indicator performance standards are met.
• Perform call monitoring and assessment of agents for inbound calls and participate in call calibration exercises
• Conduct team meetings to update members on best practices and continuing expectations and administer corrective action when needed, following all departmental guidelines and established timeframes
• Provide and create an inspiring team environment with an open communication culture to sustain performance and quality levels
• Participate in hiring and interviewing processes and new team member onboarding 

Required qualifications, capabilities, and skills

• Travel Experience Required
• 1 or more years’ experience in a call center agent role with leadership experience
• Must possess leadership attributes, with a real passion for excellence in service and attention to detail.
• Excellent communication skills— can communicate clearly and effectively, verbally, in writing, and by electronic communications with both internal and external clients
• Proficient in Microsoft Office 
• Ability to take initiative, identifying potential problems and solutions
• Maintains a visible presence that encourages and supports employee communications and engagement
• You must reside within 2 hours of Orlando, FL (or surrounding neighborhoods)

Schedule

Work schedules will vary. Candidates must be willing to work schedules during our operating hours, which include evenings and weekends. Specific information will be provided by the Recruiter. This position requires that you attend the training as scheduled. The hours may not coincide with your regularly scheduled hours.