JPMorgan Chase Travel Team Lead 

United States, Texas, Plano 

545432818

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