Team Lead, Academy

Travel Leisure Resort Development Inc; Broken Arrow (OK); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401k with employer match

Paid time off

Wellness program

Employee Assistance Program

Job summary

Travel + Leisure Co. is seeking an Academy Team Leader to coach and support new hires transitioning from training to on-the-job learning.

This role drives group calibrations, workshops, and ongoing coaching to ensure product knowledge, sales skills, and customer service excellence across the Academy. You will monitor calls, provide instant feedback, and document interactions while tracking performance metrics for graduation readiness.

Qualifications

• Education: High School Diploma or equivalent.
• Experience in contact center or sales environment is preferred.
• Leadership or coaching experience is a plus.

Responsibilities

• Coach and support new hires transitioning to on-the-job training in the Academy.
• Lead group call calibrations and training workshops.
• Provide feedback and document interactions via email or TEAMS.
• Track performance stats and report to Academy Leadership.
• Support process improvements with the Academy team.

Skills

Coaching

Training

Leadership

Sales skills

Customer service

Performance management

Feedback

Education

High School Diploma or equivalent

Tools

MS Outlook

MS Excel

SharePoint

Salesforce

Job description

We Put the World on Vacation Travel + Leisure Co.

is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

Academy Team Leader

The Academy Team Leader is responsible for providing direct coaching and support to new hires who have completed two weeks of in-class training and are transitioning to on-the-job training within the Academy. This role involves conducting call calibrations, providing feedback, and facilitating group training sessions. The Academy Team Lead will also monitor and evaluate calls, provide instant feedback, and document interactions. Additionally, the Team Lead will track and communicate performance statistics to new hires and report feedback Academy Leadership. Other job-related duties as required by manager.

Essential Job Responsibilities

• Coaching, Training & Development (60% of time)
  • Monitor live calls, provide instant feedback, and document interactions via email or TEAMS chat, conduct regular one-on-one sessions to assess progress and address any challenges.
  • Facilitate group call calibration sessions and training workshops while new hires are in Academy.
  • Assist in training sessions to help agents stay updated on product knowledge, sales skills, customer service skills & department policies and procedures.
• Performance Management & Reporting (20% of time)
  • Provide detailed feedback and performance reports to the Academy Leadership and communicate performance statistics to new hires, ensuring they are aware of their progress towards graduation from the Academy. Utilize performance metrics to identify areas for improvement.
• Collaboration & Continuous Improvement (10% of time)
  • Collaborate with the Academy Supervisor and Academy Manager to identify areas for improvement and implement training strategies. Maintain a positive and supportive learning environment for new hires.
• Additional Responsibilities (10% of time)
  • Perform other duties as assigned by the management team.

Travel Requirements

0%

Minimum Requirements and Qualifications

Education High School Diploma or equivalent.

Training Requirements

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

Knowledge and Skills

• Enhanced Sales Performance: Utilize tools such as one on one coaching and controlling quality in efforts of providing feedback for agent development.
• Reporting: Provide and review concise reporting to monitor agent and business unit development.
• Training Programs: Communicate instructions and expectations of job duties. Provide follow-up training and group huddles for present and future business needs.
• Understand and drive the production environment: Can positively manage the challenge of production day in and day out.
• Willing to work a flexible schedule to suit the needs of the business.
• Must possess strong customer service skills.
• Proven sales and/or closing ability.
• Must be able to work a flexible schedule based on business and Academy needs, including coverage Monday through Friday as late as 8:00 PM.

Technical Skills

• MS Outlook, MS Word, MS Excel
• SharePoint & AI Technologies
• Noble Telemarketing System
• Journey/ Sales force System

Job Experience Minimum of 1 year call center, telemarketing, customer service experience in a contact center, (preferably within Wyndham Contact Center) Reservations and/or Activations experience preferred. Coaching, mentoring, training, or leadership experience preferred. Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

How You'll Be Rewarded

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Certain benefits may be available to associates working fewer hours where required by applicable law. Travel + Leisure Co. benefits include:

Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.

Travel + Leisure Co. benefits include

• Medical Dental Vision
• Flexible spending accounts Life and accident coverage Disability
• Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
• Legal and identify theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

Where Memories Start with You Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you. We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class.

If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [e-mail], including the title and location of the position for which you are applying.

Travel + Leisure Co. is the world’s leading membership and leisure travel company offering vacation ownership, travel membership, and exchange programs. We provide outstanding vacation experiences and travel inspiration to millions of owners, members, and subscribers every year. We believe that all vacation moments start with our associates, and we’re proud of our global teams that turn vacation inspiration into exceptional travel experiences.