Team Lead - Schedule change

Etraveli Group

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, and Poland.

About the role:

The Customer Care - Schedule Change department at ETG is dedicated to enhancing the customer experience through ongoing efforts to implement improvements and drive positive change. Were 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 youre passionate about fostering growth and collaboration in a fast-paced environment, join us in shaping the future.

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 & discuss performance /report performance of day/week and special issues - quality wise with the

Manager

Discuss or escalate daily issues and report the days 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 2-3 years of experience in team handling in the respective travel

• Excellent communication skills
• Minimum 2 years of team handling experience in a contact center
• Well aware of the Key performance indicators and the calculations related to it
• Windows, MS Office, Google Applicat