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Downstream Team Lead
Join the Downstream Team at Monster Reservations Group!
At Monster Reservations Group, we’re dedicated to delivering exceptional experiences—not just for our guests and partners but also for our Team Members. With over 20 years of industry success, we pride ourselves on offering competitive compensation and a work environment that fosters personal and professional growth.
About the Downstream Team Lead Role
The Downstream Team Lead is a critical role in our organization, directly contributing to the enhancement of guest experiences and the development of our team members’ skills. This role requires strong communication abilities, excellent time management, and the capacity to multitask effectively.
Your RESPONSIBILITIES
- Monitoring & Coaching: As a Downstream Team Lead, you’ll review live calls and recordings, providing immediate feedback on key areas such as attitude, communication, and sales techniques. You'll focus on tonality, friendliness, proactive booking, script adherence, value creation, urgency, and more.
- Call Takeovers: You’ll take over at least seven calls per day, closing a minimum of three. These takeovers will demonstrate the effectiveness of our approach, emphasizing Attitude, Effort, and Process.
- Daily Coaching: Assess daily interactions to determine bonus eligibility, ensuring all team members meet or exceed company expectations.
- Ongoing Tasks & Administrative Duties: Beyond coaching, you’ll manage schedules, coordinate meetings, maintain records, and provide support to other team members as needed.
- Communication with Leadership: Maintain daily communication with your direct supervisor for check-ins, tool updates, and any necessary support.
- Winning Mindset: Foster a positive, forward-looking attitude that emphasizes perseverance, continuous improvement, and the relentless pursuit of excellence. This mindset is rooted in the belief that success is attainable through hard work, adaptability, and a commitment to achieving both individual and collective goals.
Qualifications
- This is an in-office position; remote work is not available.
- Proven experience in a similar role (e.g., outbound sales, guest services, ODR, ODS, Activations, Downstream, or leadership in a sales environment).
- Exceptional verbal and written communication skills, with the ability to interact professionally with diverse stakeholders.
- Strong organizational and time management skills, with a talent for prioritizing tasks efficiently.
- Detail-oriented with a commitment to accuracy and quality.
- Ability to work independently and take ownership of responsibilities.
- A positive, flexible attitude, ready to assist with various tasks.
Schedule & Compensation
- Schedule: Monday – Friday, 3:00 PM – 12:00 AM
- Compensation: Starting at $1,350/week (annual salary and schedule dependent on experience and credentials), plus bonuses.
Monster Background Check
- Must have good attendance.
- Must be punctual, arriving on time and not leaving early.
- Must consistently perform at an above-average level in your department metrics.
Stress Test
During the interview process, you’ll undergo a stress test as a Team Lead over a period of 3 to 5 days. This will help us assess your ability to handle the pressure of the role.
Hire Date
- Expected Start Date: October 1, 2024
If you believe you’re the right fit for this role, please reply with an email detailing who you are, what department you work in, how long you’ve been with us, why you want this position, and why you feel you’d excel in it. We look forward to reviewing your application and finding our next great leader!
