▷ [08/11/2025] Team Lead - Schedule Change

2 weeks ago

Pune Maharashtra, India Etraveli Group Full time

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 Flight Network 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 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 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 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 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 2-3 years of experience in team handling in the respective travel Requirements 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 Applications expert Fluent in English - any additional language will be considered a plus Team player Preferred GDS Experience Amadeus Sabre Galileo Qualification Graduation or master s degree in Tourism Business Administration or a relative field Documents Experience Letter from the past two companies HSC and Degree marksheet is mandatory LI-YK1

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