Travel Contact Center Team Lead - Chase Travel

Aumni; Heathrow (FL); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Competitive total rewards

Job summary

Chase Travel is seeking a Travel Contact Center Team Lead to guide a team of travel advisors, manage daily workflow, and uphold quality standards. You will coach, mentor, and evaluate performance while ensuring service goals are met across shifts.

The role requires onsite work, 3+ years in travel or contact centers, and strong communication skills. Hybrid schedules may apply within a broader Chase Travel operations context.

Qualifications

• High school diploma or equivalent.
• 3+ years of experience in a travel or contact center role, or an equivalent combination of relevant experience, leadership development, and demonstrated performance.
• 3+ years of people leadership experience (e.g., Team Lead, Supervisor, or similar role), including experience coaching, mentoring, training, or leading teams, or participation in the LEAP Program with demonstrated leadership capabilities.
• 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

Leadership

Coaching & mentoring

Quality assurance

Microsoft Office

Communication skills

Onsite work

Education

High school diploma or equivalent

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
• 3+ years of experience in a travel or contact center role, or an equivalent combination of relevant experience, leadership development, and demonstrated performance.
• 3+ years of people leadership experience (e.g., Team Lead, Supervisor, or similar role), including experience coaching, mentoring, training, or leading teams, or participation in the LEAP Program with demonstrated leadership capabilities.
• 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

Shift / Schedule Information

• Schedules are based on the needs of the business and may vary; employees are not able to select their own shifts.
• Hybrid work model: 3 days in office, 2 days remote.
• Current operating hours:Open Daily 8AM-1AM ET
• Training is required and may differ from your regular schedule.

Note: Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting. This role does not provide relocation assistance, so all candidates must be local to the work locations listed in the job posting or willing to relocate on their own immediately upon hire.

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most used digital solutions - all while ranking first in customer satisfaction.

We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.

Lead and coach travel advisors to deliver standout customer experiences and consistent service performance.