Transparent BPO is a leading provider of contact center BPO services. Through talent, process, and technology, we integrate with our client’s brands and culture to deliver a superior customer experience across all channels. We are looking for talented people who are committed to achieving excellence and who will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.
Role Summary
The Travel Pass Group Program Team Lead will lead and support a team of agents handling inbound hotel reservation and sales calls. The role focuses on coaching agents to deliver strong sales performance, accurate reservations, and an excellent customer experience. The Team Lead sets the example for the team through punctuality, professionalism, and a positive attitude, and works closely with the supervisor and trainers to keep agents on track to meet their goals. Key Responsibilities Team Leadership and Floor Support
- Provide visible, active floor presence and support agents in real time
- Identify struggling agents early and offer timely help
- Model the standards expected of the team, including punctuality, attendance, and professionalism
- Enforce floor and training room policies, including the no-phones policy
Coaching and Development
- Coach agents on customer needs discovery, active listening, features versus benefits, objection handling, and closing techniques, including the assumptive close
- Conduct regular one-on-one coaching sessions and call reviews
- Support new agents through training and nesting, helping them build product knowledge and confidence
- Follow up on coaching to confirm agents apply the feedback
Performance Management
- Monitor team performance against key metrics, including conversion rate (CR), AHT, and utilization
- Work with agents who are below goal on clear action plans, including training needs and coaching and check-in schedules
- Support agents placed on performance improvement plans, and keep them accountable to their goals
Reservation Accuracy and Customer Experience
- Ensure agents book reservations accurately and follow program processes
- Support agents in delivering a positive customer experience on every call
- Help agents build proficiency with the systems and tools used in the program
Communication and Reporting
- Run daily start-of-shift and end-of-shift recap touchbases and engage with agents
- Send end-of-day recaps on team performance, nesting progress, and agents who need additional support
- Escalate issues and share trends and feedback with the supervisor and management
- Recognize and celebrate agent achievements
Qualifications
- Previous experience in a call center, sales, or hospitality/travel environment
- Previous experience as a team lead, trainer, or senior agent preferred
- Strong coaching, communication, and active listening skills
- Solid understanding of sales techniques, objection handling, and closing
- Ability to analyze performance data and turn it into practical coaching
- Proficiency with call center systems and reservation tools
- Reliable, punctual, and able to lead by example
- Flexibility to work a schedule that supports the team, including early, late, weekend, and holiday shifts as needed
Key Competencies
Coaching and feedback · Leadership by example · Sales knowledge · Accountability · Communication · Problem solving · Customer focus.
Deadline for Submissions - 11/13/2026