Travel Center Lead & Performance Coach

Aumni

Heathrow (FL)

On-site

USD 55,000 - 75,000

Full time

4 days ago

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Job summary

Chase Travel is seeking a Travel Contact Center Team Lead to drive daily workflow, coach a team of travel advisors, and ensure exceptional customer service. You will lead real-time support, monitor calls, and align quality with guidelines to meet performance goals.

The role emphasizes onsite presence, leadership experience, and strong communication skills within a fast-growing travel services unit of Chase.

Qualifications

High school diploma or equivalent.
1 year of experience in a contact center.
1 year of people leadership experience (e.g., team lead, supervisor, or similar).
Strong written and verbal communication skills.
Proficiency in Microsoft Office.
Ability to work onsite as scheduled.
Flexibility to work assigned schedules during operating hours, including evenings and weekends.

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.