Team Leader - Closer

Job Summary

The Team Leader is responsible for maximizing appointment and show rate while ensuring the team consistently achieves campaign goals and quality standards.

Key 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.

• 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.

• 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).

• 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

• 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