Call Transfer Team Lead | Coaching & Performance Leader

Travel + Leisure Co.; Orlando, Northern (FL, KY); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k with employer match

Wellness program

Employee Assistance Program

Job summary

Travel + Leisure Co. is seeking a Call Transfer Team Lead to mentor new hires, coach on-call performance, and manage live monitoring and reporting for the contact center.

You will support production floors, audit calls, and participate in trainings while coordinating with management on key projects. Responsibilities include leading training, driving sales skills, and ensuring coverage during evenings and weekends; the role emphasizes leadership and customer service excellence within a

Qualifications

• High School diploma or equivalent.
• Contact Center experience or Sales/Reservations environment equivalent.
• Leadership knowledge.
• Auditing, coaching and mentoring new representatives.
• All associates are responsible for ensuring that they remain up to date on all required courses.
• Auditing, coaching and mentoring new representatives.

Responsibilities

• Mentor newly hired representatives to ensure a smooth transition from learning environment to daily production environment.
• Provide coaching and feedback based on live monitoring findings.
• Audit representatives’ calls and observe performance and application of guidelines.
• Support the floor by taking over representatives' calls when needed.
• Participate in meetings and trainings or other designated projects.
• Track data used to generate weekly or monthly performance reports.
• Ability to work evenings and weekends.

Skills

Coaching

Reporting

Training programs

Customer service

Sales ability

Leadership knowledge

Flexible schedule

Education

High School diploma

Tools

MS Outlook

MS Word

MS Excel

SharePoint

Noble Telemarketing System

Salesforce

Job description

Travel + Leisure Co. is seeking a Call Transfer Team Lead to mentor new hires, coach on-call performance, and manage live monitoring and reporting for the contact center.

You will support production floors, audit calls, and participate in trainings while coordinating with management on key projects. Responsibilities include leading training, driving sales skills, and ensuring coverage during evenings and weekends; the role emphasizes leadership and customer service excellence within a