Team Leader, Call Transfer

Travel + Leisure Co.; Orlando, Northern (FL, KY); On-site; 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

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.

The Call Transfer Team Lead will support, develop, train, and motivate all Call Transfer New Hires that are responsible for contacting, qualifying, and scheduling prospective customers for an opportunity to travel and tour applicable resort destinations that graduated from the New Hire training. Model and strengthen these sales associates to be fully trained and supported to be successful in their new role which will ultimately decrease turnover and greater buy in from all associates.

How You'll Shine:

• Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and participate in providing formal training (40%)
• Provides coaching, advice and guidance based on live monitoring findings, and delivers performance feedback to associates (40%)
• Audits representatives’ phone calls, observing performance, techniques, and application of guidelines and procedures (10%)
• Supports the floor by taking over representatives calls when needed.
• Participates in meetings and trainings or other designated special projects as assigned by department management (5%)
• Tracks critical data used to generate weekly or monthly reports on the performance of sales representatives (5%)
• Ability to work evenings and weekends

Travel Requirements

0%

What You'll Bring:

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

Technical Skills

• MS Outlook, MS Word, MS Excel
• SharePoint & AI Technologies
• Noble Telemarketing System
• Salesforce Data Management System

Job Experience

• Minimum of 1 year call center, telemarketing, customer service experience in a contact center, (preferably within Wyndham Contact Center)

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.

• 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.