Servicing Travel Advisor Lead, Chase Travel

JPMorgan Chase & Co.•Westerville, OH

2d•Onsite

About The Position

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.

Requirements

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

Nice To Haves

Demonstrated initiative in identifying issues and proposing practical solutions
Experience fostering employee engagement through visible, approachable leadership

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