Team Lead, Call Transfer

We Put the World on Vacation

Job Summary
The Call Transfer Team Leadwill be responsible for supporting developing training and motivating newly onboarded Call Transfer associates who have completed their initial training. This role will focus on guiding these team members as they engage prospective customersqualifying leads and scheduling opportunities to visit and tour eligible resort destinations. The Team Lead will serve as a role model and coach ensuring each associate is fully equipped and confident in their role. This support is designed to enhance performance reduce turnover and foster stronger engagement and commitment across the team.

How Youll Shine
Responsibilities include but are not limited to:
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 Youll 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 Youll 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. 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 youll find an inclusive environment where we deliver excellence and take time to have fun celebrate together and support one another. Were always looking ahead to whats 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.