Chase Travel Team Lead – Cruise and Tour (Orlando, FL)

Join our 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.

Job 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 

Required Qualifications, Capabilities, And Skills:

• Travel Experience Required
• 1 or more years’ experience in a call center agent role with leadership experience
• 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)

Schedule:

Work schedules will vary. Candidates must be willing to work schedules during our operating hours, which include evenings and weekends. Specific information will be provided by the Recruiter.  This position requires that you attend the training as scheduled. The hours may not coincide with your regularly scheduled hours.

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs. 

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.  We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process. 

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans