Lead Travel Advisory Team—Coaching & Ops

JPMorganChase; Westerville (OH); On-site; USD 42,000 - 66,000; Full time

Job summary

Chase Travel is seeking a Travel Contact Center Team Lead to lead and support a team of travel advisors handling inbound calls, coaching day-to-day performance, and upholding quality standards to meet service and productivity goals.

The role emphasizes developing a positive, high-performance culture and delivering excellent outcomes for customers, with onsite work requirements and opportunities to influence training and process improvements.

Qualifications

• 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.

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

Skills

Strong written and verbal comms

Microsoft Office proficiency

Onsite work ability

Education

High school diploma or equivalent

Tools

Outlook

Word

Excel

Job description

Chase Travel is seeking a Travel Contact Center Team Lead to lead and support a team of travel advisors handling inbound calls, coaching day-to-day performance, and upholding quality standards to meet service and productivity goals.

The role emphasizes developing a positive, high-performance culture and delivering excellent outcomes for customers, with onsite work requirements and opportunities to influence training and process improvements.