ODR Team Lead

POSITION OVERVIEW

The ODR Team Lead position is a pivotal role within our organization, playing a crucial role in enhancing our guest experiences and the overall skill set of each team member. This position demands strong communication skills, exceptional time management abilities, and the capability to multitask efficiently.

YOUR ROLE

Monitoring and Coaching: As a Team Lead in the ODR department, you will observe both live calls and review recordings to provide immediate feedback on attitude, communication aspects, and key sales techniques that further increase a team member’s opportunity to get the guest traveling. This will focus on items such as tonality and friendliness, going the extra mile, first-contact bookings, adhering to both intro and end-of-call scripting, the team member’s effectiveness at creating value and urgency, amongst other factors.

Daily Coaching: Listen to and assess interactions daily for bonus eligibility, ensuring adherence to company expectations.

Ongoing Tasks and Administrative Responsibilities: In addition to the specific tasks outlined above, you will utilize any remaining time to work on ongoing tasks/projects and other administrative duties as needed. This may include managing schedules, coordinating meetings, maintaining records, or providing support to other team members.

Communication with Leaders: Engage in daily communication with the direct supervisor to conduct check-ups, provide necessary tools, etc.

REQUIREMENTS

This is an in-office position only, remote work is not applicable for this position.
Proven experience in a similar role, such as an outbound sales team, Guest Services or previous leadership in a sales environment
Exceptional communication skills, both written and verbal, with the ability to interact professionally with a diverse range of stakeholders.
Strong organizational and time management skills, with the ability to prioritize tasks effectively and efficiently.
Detail-oriented with a commitment to accuracy and quality.
Ability to work independently and proactively, taking ownership of tasks and responsibilities.
A positive and flexible attitude, with a willingness to assist in a variety of tasks as needed.