Team Leader, Call Transfer

Travel Leisure Resort Development Inc; United States; On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k

Life insurance

Disability

Wellness program

Job summary

Travel + Leisure Co. is seeking a Call Transfer Team Lead to mentor, train and motivate new hires responsible for contacting, qualifying, and scheduling prospective customers for resort destinations.

The role emphasizes coaching, performance feedback, and data-driven reporting to improve associate production and reduce turnover. The position requires call center experience, leadership skills, and a strong focus on customer service, with opportunities to participate in meetings and special

Qualifications

• Education: High School diploma or equivalent.
• Training: Call Center experience or Sales/Reservations environment equivalent.
• Leadership: Sales skill and leadership knowledge.
• All associates must stay up to date on required courses; auditing, coaching and mentoring new representatives.
• Knowledge: Enhanced sales performance and reporting for agent development.

Responsibilities

• Mentor newly hired representatives and provide formal training (40%).
• Provide coaching and guidance based on live monitoring findings and feedback (40%).
• Audit representatives’ calls and observe performance and adherence to guidelines (10%).
• Support the floor by handling calls when needed and participate in meetings/trainings (5%).
• Track data to generate weekly/monthly performance reports.

Skills

Call center experience

Sales/Reservations

Coaching

Leadership

Customer service

Education

High School diploma

Tools

Noble Telemarketing System

Salesforce

SharePoint

MS Outlook

MS Word

MS Excel

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%)

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
• 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.

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.