Team Leader - Closer (US Timeshare)

E-Teleconnect; Parañaque; On-site; PHP 502,200 - 725,400; Full time

Job summary

E-Teleconnect is seeking a Team Leader to coach and manage a team of Appointment Setters and serve as the closer for a US timeshare campaign. You will handle transfers, build interest, overcome objections, and secure appointments for sales presentations.

You will drive performance, monitor KPIs, and ensure quality while coordinating with Operations, QA, WFM, and Training to achieve campaign goals.

Qualifications

• Bachelor's degree preferred.
• 2+ years in BPO with at least 1 year in a team leader/supervisory role.
• Experience in outbound sales and US Timeshare campaigns preferred.
• Proven closing, objection handling, and negotiation skills.
• Strong leadership, coaching, and people management.
• Excellent English verbal and written communication.
• Proficient in CRM and Microsoft Office.

Responsibilities

• Supervise daily performance of Appointment Setters (Openers).
• Monitor productivity, attendance, schedule adherence, and quality.
• Conduct coaching sessions and performance reviews.
• Develop action plans to improve performance and KPI achievement.
• Motivate and recognize team members to drive engagement.
• Submit accurate daily, weekly, and monthly performance reports.
• Coordinate with Operations, QA, WFM, and Training to improve performance.
• Ensure compliance with client requirements and company policies.
• Assist in onboarding and training new team members.
• Foster a positive, collaborative, results-driven work environment.
• Receive transfers and close appointments.
• Build rapport and present benefits of the program.
• Qualify customers and secure appointments for presentations.
• Document all customer details in CRM accurately.
• Maximize appointment conversions and show rates.
• Provide real-time feedback to improve transfer quality.

Skills

Leadership

Coaching

Communication

People management

Sales closing

Objection handling

Negotiation

CRM proficiency

Microsoft Office

English fluency

Time management

Analytical thinking

Education

Bachelor's degree

Tools

CRM systems

Microsoft Office

Job description

JobSummary

To lead, coach, and motivate a team of Appointment Setters (Openers) while serving as the campaign Closer by handling qualified call transfers, building customer interest, overcoming objections, and securing appointments for timeshare sales presentations. The Team Leader is responsible for maximizing appointment and show rate while ensuring the team consistently achieves campaign goals and quality standards.

Key Responsibilities

Leadership Responsibilities

• Supervise and manage the daily performance of assigned Appointment Setters (Openers).
• Monitor agent productivity, attendance, schedule adherence, and quality.
• Conduct regular coaching sessions, side‑by‑side monitoring, call evaluations, and performance reviews.
• Develop action plans to improve agent performance and achieve campaign KPIs.
• Motivate and recognize team members to drive high performance and employee engagement.
• Prepare and submit accurate daily, weekly, and monthly performance reports.
• Coordinate with Operations, Quality Assurance (QA), Workforce Management (WFM), and Training to improve overall campaign performance.
• Ensure compliance with client requirements, company policies, and campaign procedures.
• Assist in onboarding and training new team members.
• Foster a positive, collaborative, and results‑driven work environment.

Closer Responsibilities

• Receive qualified call transfers from Appointment Setters (Openers).
• Build rapport with prospective customers and establish trust.
• Present the benefits of the vacation ownership program and promotional offers.
• Identify customer needs and reinforce their interest in the program.
• Handle objections and address customer concerns using effective sales techniques.
• Qualify customers based on client and campaign requirements.
• Secure appointments for qualified customers to attend the timeshare sales presentation.
• Confirm appointment details, including date, time, and presentation location.
• Ensure all customer information and appointment details are accurately documented in the CRM system.
• Maximize appointment conversion and show rates through effective closing techniques.
• Provide real‑time feedback to Appointment Setters to improve transfer quality and conversion performance.

Qualifications

• Bachelor's degree in any field is preferred.
• Minimum of two (2) years of BPO experience, with at least one (1) year in a Team Leader or supervisory role.
• Experience in outbound sales, appointment setting, or US Timeshare campaigns is highly preferred.
• Proven experience in sales closing, objection handling, and customer negotiations.
• Strong leadership, coaching, communication, and people management skills.
• Excellent English verbal and written communication skills.
• Strong analytical, problem‑solving, and decision‑making abilities.
• Proficient in Microsoft Office applications and CRM systems.
• Ability to work in a fast‑paced, target‑driven environment.
• Willing to work on a graveyard shift (US time zone).

Key Performance Indicators (KPIs)

• Team appointment target attainment
• Appointment conversion rate
• Show rate
• Qualified transfer conversion rate
• Team productivity and schedule adherence
• Quality Assurance (QA) score
• Attendance and attrition management
• Coaching completion and effectiveness
• Client Service Level Agreement (SLA) compliance
• Achievement of campaign revenue and performance goals
• Employee engagement and team retention

Core Competencies

• Leadership and Team Management
• Sales Closing Techniques
• Appointment Setting
• Objection Handling and Negotiation
• Customer Relationship Management
• Performance Coaching
• Communication and Presentation Skills
• Problem Solving and Decision Making
• Time Management
• Results Orientation
• CRM and Microsoft Office Proficiency