Servicing Travel Advisor Lead, Chase Travel

JPMorgan Chase; Heathrow (FL); On-site; USD 42,000 - 62,000; Full time

Job summary

JPMorgan Chase in Florida is seeking a Travel Contact Center Team Lead to guide a team of travel advisors handling inbound calls. You will coach day-to-day performance, reinforce quality standards, and help your team meet service and productivity goals.

This role emphasizes hands-on leadership, real-time coaching, and collaboration across functions to drive training and process improvements, with scheduling including evenings and weekends.

Qualifications

• High school diploma or equivalent.
• 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 with Microsoft Office (Outlook, Word, Excel).
• Ability to work onsite as scheduled.
• Flexibility to work 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 share 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

Leadership

Coaching

Communication skills

Teamwork

Scheduling flexibility

Customer service

On-site work

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

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