Team Lead, Academy

Wyndham Hotels & Resorts•Orlando, FL

About The Position

The Academy Team Leader provides direct coaching and support to new hires who have completed two weeks of classroom training and are transitioning to on-the-job training within the Academy. The role includes monitoring and evaluating calls, conducting call calibrations, delivering immediate feedback, documenting interactions, facilitating group training sessions, and tracking and communicating new-hire performance statistics to support progress toward graduation. The Team Lead also reports feedback to Academy Leadership and performs other duties as assigned. The position focuses on coaching, training, and development; performance management and reporting; and collaboration with the Academy Supervisor and Academy Manager to identify improvements and implement training strategies. The Team Lead helps maintain a positive, supportive learning environment and assists agents with product knowledge, sales, customer service skills, and department policies and procedures. Travel requirements are 0%.

Requirements

High school diploma or equivalent; experience equivalent to the education requirement may be accepted in lieu of the education requirement.
At least 1 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.
Ability to audit, coach, and mentor new representatives.
Ability to use one-on-one coaching and quality control to provide feedback that supports agent development.
Ability to provide and review concise reports to monitor agent and business-unit development.
Ability to communicate job-duty instructions and expectations and provide follow-up training and group huddles for current and future business needs.
Ability to positively manage the demands of a production environment.
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 coverage as late as 8:00 PM.
Proficiency with MS Outlook, MS Word, and MS Excel.
Familiarity with SharePoint and AI technologies.
Familiarity with the Noble Telemarketing System and Journey/Salesforce System.
Responsibility for staying up to date on all required courses.

Nice To Haves

Reservations and/or activations experience, preferably within a Wyndham Contact Center.
Coaching, mentoring, training, or leadership experience.

Responsibilities

Monitor live calls, provide immediate feedback, and document interactions through 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 feedback and performance 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 improvement opportunities and implement training strategies.
Maintain a positive and supportive learning environment for new hires.
Perform other duties as assigned by management.