Team Lead - First Line

Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, Go To Gate  & Flight Network and serve  with flights.

Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3000 passionate professionals is what makes us the industry's tech wonder and the best in the world at what we do. Our major offices are in Sweden (HQ), Greece, India, Canada, Poland and Uruguay.

About

The Role

The Customer Services department at ETG is dedicated to enhancing the customer experience through ongoing efforts to implement improvements and drive positive change. We're seeking a dynamic Team Leader to guide and inspire our dedicated team. The ideal candidate possesses strong leadership skills, a problem-solving mindset, and the ability to drive team performance. If you're passionate about fostering growth and collaboration in a fast-paced environment, join us in shaping the future.

Requirements

Minimum 2 years of team handling experience
Must have 2 years of experience in GDS (Sabre, Amadeus, or Galileo)
Windows, MS Office, Google Applications (expert)
Fluent in English - any additional language will be considered a plus
Team player
Preferred:
Graduation or master's degree in Tourism, Business Administration, or a relative field Amadeus, Sabre, and Galileo (expert) Excellent communication skills.

Duties & Responsibilities

Team development responsibilities
Support team members in their daily tasks
Deliver training on the job
Discuss & set personal targets with each team member
Monitor team: their behavior towards customers & colleagues, their problems or ideas
Evaluate team members: performance, mistakes, losses, creativity, strengths, weaknesses, attitude
Discuss the team's performance (quality of their services, mistakes, productivity) with the Assistant Manager and work on improvements whenever necessary
Organize & run regular team meetings and one-on-ones to groom team members
Assess received feedback from clients/colleagues
Prepare reports
Discuss/report performance of day/week and special issues - quality wise with the Manager
Discuss or escalate daily issues and report the day's Summary to the Manager
Ensure the team's effective functioning
Manage team members' daily schedules and ensure assigned tasks are completed
Supervise attendance and ensure time adherence by all team members
Monitor Calls & Delegate cases as appropriate
Coach and mentor team members to grow in their role 2 years of minimum experience in team handling in the respective travel industry or at a similar position

Diversity disclaimer

At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds.
During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.