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 energetic 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 teams 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 teams 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 minimum experience in team handling in the respective travel industry or at a similar Position

Preferred Requirements:

- Experience in GDS (Sabre, Amadeus, or Galileo) preferred




- Minimum 2 years of team handling experience in a contact center
- Windows, MS Office, Google Applications (expert)
- Fluent in English - any additional language will be considered a plus
- Team player
- Preferred: Graduation or masters degree in Tourism, Business Administration, or a relative field Amadeus, Sabre, and Galileo (expert)
- Excellent communication skills
- Experience letters of the last 2 companies are mandatory.
- Comfortable with rotational shifts 24*7 including night shifts

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.

Benefits

Whats in it for You?

- Employee Assistance Program (EAP): Confidential, free support for personal or work-related challengescovering counseling, or financial guidance, and moreto help maintain well-being and performance.
- Term Life Insurance: Provides financial peace of mind for your loved ones with a fixed-coverage death benefit over a defined term. Affordable protection offered by your employer.
- Mediclaim (Health Insurance): Extensive coverage for medical expenses to ensure you and your family get the care you need when it matters.
- Meal Coupons: A tasty perk to fuel your workdaydelicious meals or snacks on us!
- Performance-Based Incentives: Earn more when you deliver more. Your hard work pays offliterally.
- Learning & Development (L&D;) Sessions: Continued growth through curated upskilling sessions—boosting your skills and career progression.

📌 Team Lead (Mumbai)
🏢 Etraveli
📍 Mumbai