Team Lead Call Transfer

Hilton Grand Vacations • Orlando, FL

1d • Onsite

About The Position

The Team Lead is a frontline leadership role responsible for coaching, developing, and motivating a team of Vacation Advisors within a high-energy call center sales environment. This position ensures team members effectively follow company sales processes, policies, and training programs while consistently delivering strong performance results. The role partners closely with leadership to monitor daily performance, reinforce training initiatives, and drive continuous improvement in sales techniques and call quality. The Team Lead actively supports team success by providing real-time coaching, monitoring calls, and intervening when necessary to assist with closing sales or enhancing the customer experience. In addition, this position is responsible for maintaining performance tracking tools, reporting metrics, and ensuring adherence to company standards and values. The Team Lead fosters a positive, motivated team culture through consistent feedback, recognition, and coaching, while promoting operational excellence and alignment with organizational goals.

Requirements

• Timeshare/Contact Center sales experience
• Proven track record in telephone sales
• Excellent verbal and written communication skills.
• Must possess the ability to develop and communicate unique ideas and concepts.
• Must have strong attention to detail and excellent organizational skills.
• Demonstrates a consistently positive attitude and brings high energy to support and enhance team performance.

Responsibilities

• Reinforce training about HGV values and coach team members on the proper package sale guidelines and details.
• Assist team Supervisor with tracking and maintaining the day-to-day team reports for performance and attendance.
• Monitor and "call walk" agents to improve efficiencies and sales techniques.
• Take over calls when necessary to assist with the sales process or provide a second voice.
• Maintain an upbeat, positive and motivated demeanor especially when interacting with guests, Team Members and Management.
• Work closely with the team Supervisor, Shift Manager, and Director.
• Conduct and submit the team monitoring requirements on a timely basis as set forth by management.
• Maintain a highly motivated work environment through positive reinforcement and coaching.
• Promote Hilton Values at all times.

Benefits

• Excellent health care options (medical, dental, and vision that encourage preventative care)
• Paid Time Off (PTO) that allows for rest, relaxation or recuperation
• All new Team Members are automatically enrolled in the HGV Retirement Savings Plan
• Our Go Hilton Team Member Travel Program offers up to 30 nights per year at our employee rate and 50% off at participating hotel-operated restaurants.
• Employee Stock Purchase Plan become an owner in our company. Eligible team members can purchase HGV common stock at a discount

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed