Team Lead, Academy

Travel + Leisure Co. • Orlando, FL

9d

About The Position

The Academy Team Leader provides 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. The role includes conducting call calibrations, delivering feedback, facilitating group training sessions, monitoring and evaluating calls, and documenting interactions. The Team Lead tracks and communicates performance statistics to new hires and reports feedback to Academy Leadership. Other job-related duties may be assigned by the manager.

The role works with the Academy Supervisor and Academy Manager to identify areas for improvement and implement training strategies, while maintaining a positive and supportive learning environment. The position requires a flexible schedule based on business and Academy needs, including Monday through Friday coverage as late as 8:00 PM. Travel requirements are 0%.

Requirements

• High school diploma or equivalent; equivalent experience may be accepted in lieu of the education requirement.
• At least one year of call center, telemarketing, or customer service experience in a contact center.
• Contact center experience or equivalent experience in a sales or reservations environment.
• Leadership knowledge and sales skills.
• Strong customer service skills.
• Proven sales and/or closing ability.
• Ability to work a flexible schedule based on business and Academy needs, including Monday through Friday as late as 8:00 PM.
• Ability to stay current on all required courses.

Nice To Haves

• Contact center experience within Wyndham Contact Center is preferred.
• Reservations and/or Activations experience is preferred.
• Coaching, mentoring, training, or leadership experience is preferred.

Responsibilities

• Monitor live calls, provide immediate feedback, and document interactions via email or Teams chat.
• Conduct regular one-on-one sessions to assess new-hire progress and address challenges.
• Facilitate group call-calibration sessions and training workshops for new hires in the Academy.
• Assist with training on product knowledge, sales skills, customer service skills, and department policies and procedures.
• Provide detailed performance feedback and reports to Academy Leadership.
• Communicate performance statistics to new hires so they understand their progress toward graduating from the Academy.
• Use performance metrics to identify areas for improvement.
• Collaborate with the Academy Supervisor and Academy Manager to identify improvements and implement training strategies.
• Maintain a positive and supportive learning environment for new hires.
• Perform other duties as assigned by the management team.

Benefits

• Medical, dental, and vision coverage.
• Flexible spending accounts.
• Life and accident coverage.
• Disability coverage.
• Depending on position, paid time off, parental leave, and holidays.
• Wish Day paid time to volunteer at an approved organization.
• 401(k) with employer match, subject to eligibility requirements.
• Legal and identity theft plan.
• Voluntary income protection benefits.
• Wellness program, subject to provider availability.
• Employee Assistance Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED