Tech Innovator for Customer Experience
3 weeks ago
Etraveli Group is a leading tech company that connects millions of flights and travelers worldwide. We strive to solve complexity by providing innovative solutions and fulfillment capabilities. Our diverse team of passionate professionals makes us industry leaders in tech.
The Customer Services department at Etraveli AB focuses on enhancing the customer experience through ongoing improvements and 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.
Requirements
- Minimum 2 years of team handling experience
- Minimum HSC Pass
- 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
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