Supervisor, Outbound Reservations

We Put the World on Vacation

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

Overview

Responsible for leading, guiding, and developing a team of Vacation Planning Counselors specializing in servicing outbound calls to Club Wyndham and Worldmark Owners. This role requires driving team productivity, achieving service objectives, and focusing on sales performance. The ideal candidate will bring innovative ideas and a strategic mindset to enhance outbound performance and team success. This position is pivotal in creating a high-performing outbound calling team, emphasizing consultative selling techniques, objection handling, and closing strategies to maximize conversions and revenue growth.

Start Date: Friday, May 9th, 2025

Training Schedule (5 weeks):

Monday - Friday: 9:00am to 6pm EST

Post Training Schedule:

Set schedule will be provided towards the end of training. Hours of Operation:

Tuesday - Friday: 9:00am to 8:00pm EST

Saturday: 9:00am to 6:00pm EST

Off: Sunday & Monday

Responsibilities

Employee Development

• Track and analyze individual agent performance data to identify trends and opportunities.
• Create tailored development plans with positive, innovative strategies to improve performance.
• Coach Counselors on advanced sales techniques and customer engagement strategies.
• Ensure Counselors apply knowledge gained during training to achieve sales and service goals.
• Conduct informal training sessions to reinforce sales and service best practices.
• Serve as a mentor for Counselors, focusing on professional growth and sales success.

Sales Leadership

• Drive a sales-focused team environment, prioritizing outbound call success and achieving conversion targets.
• Develop innovative campaigns and strategies to boost outbound sales results.
• Utilize data analytics to identify high-value opportunities and tailor team efforts accordingly.

Team Management

• Effectively communicate sales targets, progress, and performance expectations at team and individual levels.
• Conduct regular team meetings to share updates, motivate, and inspire the team.
• Maintain a high-energy environment where excellence in sales and personal development is recognized and rewarded.
• Foster a collaborative and competitive sales culture.
• Implement recognition programs to celebrate individual and team sales achievements.

Performance Management

• Set clear sales goals and expectations in line with department and company objectives.
• Monitor and enforce adherence to department policies, procedures, and sales standards.
• Measure and improve productivity, sales performance, and quality expectations.
• Document performance conversations and implement corrective actions when necessary.
• Provide timely feedback and support to help associates exceed sales objectives.

Program and Product Administration

• Ensure agents effectively communicate the value of Club Wyndham and WorldMark products and services.
• Oversee the resolution of escalated servicing and sales-related issues.
• Handle supervisor-level calls and ensure timely resolution.

Administrative Duties

• Collaborate with other departments (e.g., RPM, Training, Human Resources) to drive team performance.
• Participate in the recruitment process by conducting interviews and selecting top talent.
• Provide frontline technical support (passwords, computer/phone issues) to agents as needed.

Personal Learning and Self-Improvement

• Stay updated on industry trends, sales strategies, and outbound best practices.
• Create and execute a personal development plan with immediate leadership guidance.
• Actively participate in coaching sessions to refine leadership and sales strategies.

Qualifications

• Proven experience in a sales-driven leadership role, preferably in a contact center environment.
• Strong analytical skills to track performance metrics and identify improvement opportunities.
• Exceptional coaching and mentoring abilities to develop high-performing sales teams.
• Ability to foster a positive, motivating environment that encourages individual and team excellence.
• Excellent verbal and written communication skills to convey expectations and provide feedback effectively.
• Innovative mindset with a proven track record of implementing successful sales strategies.
• Strong conflict resolution skills and ability to handle escalated calls with professionalism.

Preferred Skills

• Experience with outbound calling campaigns and high-performance sales teams.
• Expertise in sales training and techniques, including objection handling and closing strategies.
• Proficiency in CRM systems and sales analytics tools is a plus.

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. 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.