T/L - Team Lead - TPG - PG internals ONLY

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