Team Leader, Call Transfer

Wyndham Destinations, Inc.; Tallahassee (FL); On-site; USD 42,000 - 62,000; Full time

Job summary

Travel + Leisure Co. is seeking a Call Transfer Team Lead to mentor and develop new hires responsible for contacting, qualifying, and scheduling prospects for resort tours. You will model best practices and support a production-driven sales environment.

You will coach, audit, and guide reps, participate in trainings, and help drive performance through data reviews and targeted coaching. The role requires leadership, strong customer service, and proven sales ability, with a flexible schedule to

Qualifications

• Minimum 1 year call center or telemarketing experience.
• Experience in Wyndham Contact Center preferred.
• Strong customer service and sales skills.
• Leadership knowledge and the ability to mentor new hires.

Responsibilities

• Mentor newly hired representatives to ensure smooth transition to production.
• Provide coaching and feedback based on live monitoring findings.
• Audit calls and monitor performance and adherence to guidelines.
• Support the floor by taking over representatives calls when needed.
• Participate in meetings and trainings or other designated special projects.
• Track data for weekly or monthly performance reports.

Skills

Leadership

Coaching

Sales skills

Customer service

Mentoring

Education

High School diploma or equivalent

Tools

MS Outlook

MS Word

MS Excel

SharePoint

Noble Telemarketing System

Salesforce Data Management System

Job description

We Put the World on VacationTravel + 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.

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%)

What You’ll Bring

EducationHigh 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 SkillsEnhanced Sales Performance: Utilize tools such as one on one coaching and controlling quality in efforts of providing feedback for agent developmentReporting: Provide and review concise reporting to monitor agent and business unit developmentTraining 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 businessMust possess strong customer service skillsProven sales and/or closing ability

Technical Skills

• MS Outlook, MS Word, MS ExcelSharePoint & AI Technologies
• Noble Telemarketing SystemSalesforce 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:

• MedicalDentalVisionFlexible spending accountsLife and accident coverageDisabilityDepending 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 choice401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)Legal and identify theft planVoluntary income protection benefitsWellness 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 , including the title and location of the position for which you are applying.