As a Team Lead, your primary responsibilities are:
Oversee the day-to-day performance and workflow of the agent team
Work effectively across all departments to ensure that information is captured and communicated appropriately for purposes of performance, training and process improvement.
Ensure that operational performance goals and KPI performance standards are met
Answer team member questions, helping with team member problems, and overseeing team member work for quality and guideline compliance
Perform call monitoring and assessment of agents for inbound calls
Participate in call calibration exercises
Maintain comprehensive working knowledge of all programs, tools and systems
Conduct team meetings to update members on best practices and continuing expectations
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
To be considered for this role you should have:
High School Diploma or equivalent experience, 4 year degree preferred
1+ year experience in a call center agent role and 1+ year leadership 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
Maintains a visible presence that encourages and supports employee communications and engagement
Ability to take initiative, identifying potential problems and solutions
Must be proficient in Microsoft Office
Worldspan and ORXe proficiency preferred
Travel industry experience preferred
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 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
