Team Lead- Escalations, Schedule Change

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, Gotogate & Flightnetwork and serve Booking.com 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 2600 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.

Major offices in Sweden (HQ), Canada, Greece, India, Poland and Uruguay.

Location: Mumbai
About this 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.

Job Summary:

The Team Leader is responsible for guiding and supporting team members to achieve daily operational goals while fostering a positive, collaborative, and trust-based work environment. This role involves coaching, performance monitoring, managing schedules, handling escalations, and driving continuous improvement initiatives to ensure exceptional customer service and team productivity.

Key Responsibilities

• Lead and support team members in their daily tasks, fostering a collaborative and respectful environment.
• Deliver on-the-job training, conduct regular 1:1 coaching sessions, team meetings, and set personal development targets to promote individual growth.
• Monitor team behavior, customer and colleague interactions, performance, creativity, attitude, strengths, and weaknesses.
• Evaluate team members’ performance, including quality of service, mistakes, losses, productivity, and work on improvements.
• Assess and act on feedback from clients and colleagues to enhance team effectiveness.
• Manage team schedules, supervise attendance, enforce time adherence policies, and ensure timely completion of assigned tasks.
• Monitor calls, delegate cases appropriately, and handle escalated customer complaints professionally.
• Recognize and celebrate team achievements to maintain motivation and engagement.
• Organize and run regular team meetings and one-on-one sessions to groom and mentor team members.
• Prepare and present daily and weekly performance reports, including a daily summary, and escalate issues or challenges to management promptly.
• Collaborate with Workforce Management and cross-functional teams to optimize staffing, streamline workflows, and support continuous process improvements.
• Drive employee engagement initiatives to improve satisfaction and promote knowledge-sharing and creative problem-solving.
• Support the Operations Manager in reviewing team performance, discussing service quality, productivity, and improvement areas, and implementing corrective actions.
Ensure the overall effective functioning of the team, promoting a positive and productive work environment.

Requirements

• Minimum 2years in team leadership, preferably in travel or related fields.
• Strong coaching, communication, and customer service skills.
• Experience managing KPIs (CSAT, FCR, Quality, Productivity).
• Knowledge of ADM and retail loss management is a plus.
• Skilled in handling escalations with professionalism.
• Familiar with GDS systems (Sabre, Amadeus, Galileo) and MS Office/Google Apps.
• Minimum Graduate; degrees in Tourism or Business preferred.
• Fluent in English; additional languages advantageous.
• Detail-oriented, proactive team player.