Team Leader - Closer (US Timeshare)

Job Summary

To lead, coach, and motivate a team of Appointment Setters (Openers) while serving as the campaign Closer by handling qualified call transfers, building customer interest, overcoming objections, and securing appointments for timeshare sales presentations. The Team Leader is responsible for maximizing appointment and show rate while ensuring the team consistently achieves campaign goals and quality standards.

Key Responsibilities

Leadership Responsibilities

• Supervise and manage the daily performance of assigned Appointment Setters (Openers).
• Monitor agent productivity, attendance, schedule adherence, and quality.
• Conduct regular coaching sessions, side-by-side monitoring, call evaluations, and performance reviews.
• Develop action plans to improve agent performance and achieve campaign KPIs.
• Motivate and recognize team members to drive high performance and employee engagement.
• Prepare and submit accurate daily, weekly, and monthly performance reports.
• Coordinate with Operations, Quality Assurance (QA), Workforce Management (WFM), and Training to
• improve overall campaign performance.
• Ensure compliance with client requirements, company policies, and campaign procedures.
• Assist in onboarding and training new team members.
• Foster a positive, collaborative, and results-driven work environment.

Closer Responsibilities

• Receive qualified call transfers from Appointment Setters (Openers).
• Build rapport with prospective customers and establish trust.
• Present the benefits of the vacation ownership program and promotional offers.
• Identify customer needs and reinforce their interest in the program.
• Handle objections and address customer concerns using effective sales techniques.
• Qualify customers based on client and campaign requirements.
• Secure appointments for qualified customers to attend the timeshare sales presentation.
• Confirm appointment details, including date, time, and presentation location.
• Ensure all customer information and appointment details are accurately documented in the CRM system.
• Maximize appointment conversion and show rates through effective closing techniques.
• Provide real-time feedback to Appointment Setters to improve transfer quality and conversion performance.

Qualifications

• Bachelor's degree in any field is preferred.
• Minimum of two (2) years of BPO experience, with at least one (1) year in a Team Leader or supervisory role.
• Experience in outbound sales, appointment setting, or US Timeshare campaigns is highly preferred.
• Proven experience in sales closing, objection handling, and customer negotiations.
• Strong leadership, coaching, communication, and people management skills.
• Excellent English verbal and written communication skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Proficient in Microsoft Office applications and CRM systems.
• Ability to work in a fast-paced, target-driven environment.
• Willing to work on a graveyard shift (US time zone).

Key Performance Indicators (KPIs)

• Team appointment target attainment
• Appointment conversion rate
• Show rate
• Qualified transfer conversion rate
• Team productivity and schedule adherence
• Quality Assurance (QA) score
• Attendance and attrition management
• Coaching completion and effectiveness
• Client Service Level Agreement (SLA) compliance
• Achievement of campaign revenue and performance goals
• Employee engagement and team retention

Core Competencies

• Leadership and Team Management
• Sales Closing Techniques
• Appointment Setting
• Objection Handling and Negotiation
• Customer Relationship Management
• Performance Coaching
• Communication and Presentation Skills
• Problem Solving and Decision Making
• Time Management
• Results Orientation
• CRM and Microsoft Office Proficiency