Team Lead, Academy

Wyndham Hotels & Resorts · Orlando area

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We Put the World on Vacation

The Academy Team Leader is responsible for providing 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. This role involves conducting call calibrations, providing feedback, and facilitating group training sessions. The Academy Team Lead will also monitor and evaluate calls, provide instant feedback, and document interactions. Additionally, the Team Lead will track and communicate performance statistics to new hires and report feedback Academy Leadership. Other job-related duties as required by manager.

Essential Job Responsibilities

Responsibilities include, but are not limited to:

Coaching, Training & Development (60% of time)

• Monitor live calls, provide instant feedback, and document interactions via email or TEAMS chat, conduct regular one-on-one sessions to assess progress and address any challenges. Facilitate group call calibration sessions and training workshops while new hires are in Academy. Assist in training sessions to help agents stay updated on product knowledge, sales skills, customer service skills & department policies and procedures

Performance Management & Reporting (20% of time)

• Provide detailed feedback and performance reports to the Academy Leadership and communicate performance statistics to new hires, ensuring they are aware of their progress towards graduation from the Academy. Utilize performance metrics to identify areas for improvement.

Collaboration & Continuous Improvement (10% of time)

• Collaborate with the Academy Supervisor and Academy Manager to identify areas for improvement and implement training strategies. Maintain a positive and supportive learning environment for new hires.

Additional Responsibilities (10% of time)

• Perform other duties as assigned by the management team.

Travel Requirements

• 0%

Minimum Requirements and Qualifications

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

Must be able to work a flexible schedule based on business and Academy needs, including coverage Monday through Friday as late as 8:00 PM.

Technical Skills

• • MS Outlook, MS Word, MS Excel
• SharePoint & AI Technologies
• Noble Telemarketing System
• Journey/ Sales force System

Job Experience

• Minimum of 1 year call center, telemarketing, customer service experience in a contact center, (preferably within Wyndham Contact Center)
• Reservations and/or Activations experience preferred.
• Coaching, mentoring, training, or leadership experience preferred.

Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

How You'll 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. Certain benefits may be available to associates working fewer hours where required by applicable law. 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, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s 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 MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.

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