Chase Travel Team Lead - Cruise & Tour (Heathrow, FL - Hybrid)

Join our Cruise & Tour 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
• Existing Team Lead Required
• 1 or more years’ experience as a Chase Travel Team Lead
• 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.