Workforce Team Leader

JOB DESCRIPTION

Shape the future of customer experience with us. Join a collaborative team where your expertise is valued and your growth is supported. Unlock opportunities for career advancement and skill development. Make your mark by driving impactful results and influencing strategic initiatives. Be part of a culture that celebrates excellence and innovation.

Job Summary

As a Workforce Team Leader within Chase Travel, you will lead a team of Workforce Specialists to deliver outstanding service and operational efficiency. In this role, you will ensure optimal resource allocation and real-time management to exceed service goals. You will collaborate with stakeholders to identify opportunities and risks, supporting the achievement of key performance indicators. You will influence process improvements and contribute to strategic initiatives that shape our business outcomes. Together, we drive results and create a positive impact for our customers and team.

Job Responsibilities

• Lead, manage, and develop a team of Workforce Specialists to maximize performance and output.
• Model company values and foster a positive, inclusive team culture.
• Communicate effectively with direct reports through regular meetings, reviews, and feedback.
• Enforce and uphold all company policies within the team.
• Collaborate with Workforce Management to plan and coordinate activities that drive KPI achievement.
• Identify and mitigate service delivery risks, ensuring objectives are met or exceeded.
• Analyze and act on service delivery opportunities to maximize performance.
• Support daily resource allocation and provide strategic options to improve operational metrics.
• Deliver meaningful insights by interpreting data, identifying trends, and presenting analysis to stakeholders.
• Produce timely reports to support planning cycles and stakeholder requirements.
• Build and maintain strong relationships with internal and external stakeholders.

Required Qualifications, Capabilities, and Skills

• Experience leading and developing teams in a contact center or similar environment.
• Strong analytical and problem-solving skills with the ability to interpret complex data.
• Proven ability to manage multiple priorities and deliver results in a fast-paced setting.
• Excellent communication and interpersonal skills.
• Proficiency in producing and presenting reports for various audiences.
• Demonstrated ability to enforce policies and drive team accountability.
• Experience collaborating with cross-functional teams.
• Ability to identify risks and opportunities and take appropriate action.
• Strong organizational skills and attention to detail.
• Commitment to continuous improvement and service excellence.

Preferred Qualifications, Capabilities, and Skills

• Must have at least 3 years of experience in WFM
• Must have at least 1 year of experience in managing a team
• Experience with Workforce Management systems and real-time adherence tools.
• Background in multi-channel contact center operations.

ABOUT US

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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.

ABOUT THE TEAM

cxLoyalty is a leading provider of loyalty technology services with rewards content in relevant categories including travel, gift cards and merchandise and world-class personalized customer experience. As a leading provider of loyalty technology solutions, we have more than 40 years of experience designing, administering and fulfilling market-leading loyalty programs for our respected clients and their customers. We increase customer lifetime value by making each experience personal and inspire consumers to spend, grow and advocate.

An entrepreneurial spirit, along with the energy and commitment of our employees, is the cornerstone of our success. We provide the tools to manage and positively impact all aspects of your well-being so that you can be more fulfilled, more engaged, and more productive. We're solving the industry's most interesting problems with its brightest talent, at a scale where everyone feels connected. Our quest to acquire and develop world-class talent is ongoing.