Travel Concierge Team Leader

JPMorganChase; Heathrow (FL); On-site; USD 60,000 - 75,000; Full time

Job summary

Chase Travel in the United States is seeking a Travel Contact Center Team Lead to guide a team of travel advisors handling inbound calls and ensuring service quality. You will coach day-to-day performance, reinforce standards, and drive productivity to meet targets.

The role requires onsite work with flexible schedules, strong communication, and leadership ability to foster a positive, high-performance culture focused on customer outcomes.

Qualifications

• 1 year of experience in a contact center.
• 1 year of people leadership experience (e.g., team lead, supervisor).
• Strong written and verbal communication skills.

Responsibilities

• Lead daily workflow and queue coverage for travel advisors.
• Coach team members through real-time support and performance conversations.
• Monitor calls and complete quality assessments.
• Track performance against goals and KPIs.
• Partner across functions for training and process improvements.
• Facilitate team meetings and update sharing.
• Support interviewing, hiring, and onboarding for new teammates.

Skills

Team leadership

Coaching

Communication

Customer service

Education

High School Diploma

Tools

Microsoft Office

Job description

Chase Travel in the United States is seeking a Travel Contact Center Team Lead to guide a team of travel advisors handling inbound calls and ensuring service quality. You will coach day-to-day performance, reinforce standards, and drive productivity to meet targets.

The role requires onsite work with flexible schedules, strong communication, and leadership ability to foster a positive, high-performance culture focused on customer outcomes.