JOB DESCRIPTION
You love leading teams, coaching and achieving goals. Are you passionate about customer service? When you join our Travel team, you will be part of Chase, one of the world’s most innovative banks. This is a chance to build your career and to develop your skills as part of a fast-growing global company.
As a Team Lead with Chase Travel, you will lead a team of Travel call center agents in our exciting new line of business, Chase Travel. You will monitor and provide support and coaching to your team. This is a chance to build your career and to develop your skills as part of a fast-growing global company. If you have a passion for leadership and development, you may be the perfect fit for our travel team.
Job responsibilities
- Oversee the day-to-day performance and workflow of the agent team and answer team member questions, helping with problems, and overseeing their work for quality and guideline compliance
- Work effectively across all departments to ensure that information is captured and communicated appropriately for purposes of performance, training and process improvement and maintain comprehensive working knowledge of all programs, tools and systems
- Ensure that operational performance goals and Key Performance Indicator performance standards are met.
- Perform call monitoring and assessment of agents for inbound calls and participate in call calibration exercises
- Conduct team meetings to update members on best practices and continuing expectations and administer corrective action when needed, following all departmental guidelines and established timeframes
- Provide and create an inspiring team environment with an open communication culture to sustain performance and quality levels
- Participate in hiring and interviewing processes and new team member onboarding
Required qualifications, capabilities, and skills
- 1+ year experience in a call center agent role and 1+ year leadership experience
- High School Diploma or equivalent experience
- Must possess leadership attributes, with a real passion for excellence in service and attention to detail.
- Excellent communication skills— can communicate clearly and effectively, verbally, in writing, and by electronic communications with both internal and external clients
- Proficient in Microsoft Office
Preferred qualifications, capabilities, and skills
- College Degree preferred
- Ability to take initiative, identifying potential problems and solutions
- Maintains a visible presence that encourages and supports employee communications and engagement
Note: This position is on-site - Must reside in Plano, TX or surrounding areas.Work schedules will vary. Candidates must be willing to work schedules during our operating hours, which include evenings and weekends. Specific information will be provided by the Recruiter. This position requires that you attend the training as scheduled. The hours may not coincide with your regularly scheduled hours.
ABOUT US
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. For those in eligible roles, discretionary incentive compensation which may be 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
ABOUT THE TEAM
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.
