Travel Contact Center Team Lead - Chase Travel
About The Position
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. The work includes leading daily workflow, queue coverage, quality execution, team performance tracking, and collaboration to improve training and processes. The role follows a hybrid work model of three days in the office and two days remote. Schedules are based on business needs and may vary; employees cannot select their own shifts. Current operating hours are daily from 8 AM to 1 AM ET. Training is required and may differ from the regular schedule. Applicants must be authorized to work for any employer in the United States; immigration sponsorship is not available. Candidates must be local to the listed work locations or willing to relocate independently, as relocation assistance is not provided. Final job grade and corporate title will be determined at offer and may differ from the posting. Chase offers a competitive total rewards package, with base salary determined by role, experience, skill set, and location. Eligible roles may receive commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity. Benefits and programs are based on eligibility and include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, and financial coaching. Additional compensation and benefits details are provided during the hiring process.
Requirements
- High school diploma or equivalent experience.
- At least 3 years of experience in a travel or contact center role, or an equivalent combination of relevant experience, leadership development, and demonstrated performance.
- At least 3 years of people leadership experience, such as Team Lead, Supervisor, or a similar role, including coaching, mentoring, training, or leading teams; alternatively, participation in the LEAP Program with demonstrated leadership capabilities.
- Strong written and verbal communication skills.
- Proficiency in Microsoft Office, including Outlook, Word, and 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.
- Authorization to work for any employer in the United States; sponsorship is not available.
- Must be local to the work locations listed in the job posting or willing to relocate independently immediately upon hire.
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 with 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.
Benefits
- Comprehensive health care coverage
- On-site health and wellness centers
- Retirement savings plan
- Backup childcare
- Tuition reimbursement
- Mental health support
- Financial coaching
- Eligible roles may receive commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
