You love leading large teams, coaching and achieving goals. When you join our Travel team, you are part of JPMorgan Chase, one of the world’s most innovative banks. This will be a remote team in Orlando, FL. This is a chance to build your career and to develop your skills as part of a fast-growing global company. We need brains, commitment, and passion to elevate and emphasize the customer when it comes to customer interactions.

Job Summary

As an Operations Manager, you are leading a team of supervisors and call center agents in our exciting new line of business, Chase Travel. You will be demonstrating strategic thought leadership, as well as delivery of best practices. If you have a passion for leadership and development, you may be the perfect fit for our travel team.

Job Responsibilities

• Provide leadership, development and coaching to a team of supervisors and 125+ contact center agents by leading regular staff/individual meetings to review performance to goal, ensuring all performance metrics are achieved and completing annual performance reviews for direct reports.
• Plan, manage and control the day-to day activities of the operational team to ensure deadlines are met in accordance with internal and external customer expectations.
• Responsible for the successful implementation of operational strategies and evaluates the need for improvements as it relates to initiatives and lines of technology supported by the call center operation. Formulate and implement new projects, policies, and procedures for the department to achieve specific operational goals.
• Assesses service level, operational efficiencies and streamlining processes to ensure that our client’s requirements are met in a cost-effective manner.
• Provide client service support to strengthen relationships with each client by facilitating routine client calls, participating in client visits, handling escalated calls and providing resolution(s) and making presentations.
• Coaching and developing supervisors, oversight of the agent performance management; to include things like adherence to schedules, sales, quality, defect rate, AHT and motivating the call center staff to meet customer service performance goals
• Evaluate and suggest the best methods for reducing cost, increasing revenue opportunities and improving overall profitability across the operation.

Required qualifications, capabilities, and skills

• Bachelor’s Degree or equivalent work experience.
• 5+ years of management experience in an inbound customer service/call center environment.
• Demonstrated strategic planning, analytical and problem-solving skills utilizing creativity and innovation.
• Strong interpersonal and communication skills; excellent written, verbal and presentation skills.
• Proven leadership experience of 100+ employees
• Project Management Skills
• Ability to manage multiple priorities with tight deadlines.
• Remote position - must reside in Orlando, FL or surrounding neighborhoods.

Preferred qualifications, capabilities, and skills

• Travel Industry Experience
• Lean Management/Six Sigma Methodology