Team Leader, Reserve Travel Design Chase Travel (Hybrid - Heathrow, FL/ Plano, TX)
HybridPlano, Texas, United States
Job Summary
Lead, mentor, and inspire a team of Reserve Travel Designers to achieve individual and team goals while cultivating a collaborative, high-performance culture. Conduct regular performance reviews, provide actionable feedback, and identify development needs. Develop strategies to drive booking conversion, customer loyalty, and high NPS/OSAT metrics by analyzing trends and resolving complex service issues proactively. Manage daily operations, including workflows, policy adherence, scheduling, and workload distribution, ensuring operational goals and KPIs are consistently met. Ensure the delivery of exceptional, personalized service and resolve complex issues before escalation. Collaborate with internal partners across training, content, and workforce planning to support operational excellence.
Required Qualifications
- Demonstrated business acumen with a history of achieving business objectives and KPIs
- Proven experience in team leadership, coaching, performance management and/or training
- Excellent communication, interpersonal, and problem-solving skills
- Strong attention to detail and commitment to delivering exceptional customer experiences
- Skilled in conflict management and resolution, adept at handling complex customer and team issues
- Builds strong relationships within the team and across the organization
- Leads through change with a growth mindset and adaptability
- Drives business results through extreme ownership and accountability for both individual and team performance
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