Chase Travel Team Lead - Cruise & Tour (Heathrow, FL - Hybrid)

JPMorgan Chase & Co.•Lake Mary, FL

1d•Hybrid

About The Position

Join our Cruise & Tour team at Chase Travel and be a part of Chase, one of the world's most innovative banks. This is your opportunity to lead teams, coach, achieve goals, and showcase your passion for customer service while building your career in a fast-growing global company. As a Chase Travel Team Lead in the Cruise and Tour team, you will guide a team of call center agents, ensuring their work meets quality and compliance standards. You will collaborate with all departments, gaining extensive knowledge of all programs, tools, and systems. Your responsibilities will include monitoring calls, conducting team meetings, and participating in hiring processes. We seek someone passionate about customer service excellence and detail-oriented, ready to work flexible schedules, including evenings and weekends.

Requirements

Travel Experience Required
Existing Team Lead Required
1 or more years’ experience as a Chase Travel Team Lead
Must possess leadership attributes, with a real passion for excellence in service, attention to detail and the ability to take initiative, identifying potential problems and solutions
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
Maintains a visible presence that encourages and supports employee communications and engagement
This position is hybrid (3 days in office, 2 days work from home)

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