Team Leader, Call Transfer

Travel + Leisure Co.•Orlando, FL

5d•Onsite

About The Position

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.

Requirements

High School diploma or equivalent
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.
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
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.

Responsibilities

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%)