Travel Contact Center Team Lead

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
• 3+ years of experience in a travel or contact center role, or an equivalent combination of relevant experience, leadership development, and demonstrated performance. 
• 3+ years of people leadership experience (e.g., Team Lead, Supervisor, or similar role), including experience coaching, mentoring, training, or leading teams, or participation in the LEAP Program with demonstrated leadership capabilities.
• 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

Shift / Schedule Information

• Schedules are based on the needs of the business and may vary; employees are not able to select their own shifts. 
• Hybrid work model: 3 days in office, 2 days remote.
• Current operating hours:Open Daily 8AM-1AM ET
• Training is required and may differ from your regular schedule.

Note: Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting. This role does not provide relocation assistance, so all candidates must be local to the work locations listed in the job posting or willing to relocate on their own immediately upon hire.