About this role

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

- 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

Preferred qualifications, capabilities, and skills

- Demonstrated initiative in identifying issues and proposing practical solutions

- Experience fostering employee engagement through visible, approachable leadership