Team Lead - Escalations
Etraveli Group · Mumbai · onsite · Posted 31d ago
Undisclosed2–7 yrsfulltimeSourced from
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About this role
Team Lead - Escalations
Position Summary
Responsibilities
Requirements
Minimum Education Requirement
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Position Summary
As a team leader in the support team, you will be responsible for the supervision of the team and ensuring the best possible performance of the agents. You will need to support your team with their daily tasks and deliver training to new colleagues if required, as well as prepare and analyze reports. The role includes close cooperation with other Team leads within customer services.
Responsibilities
- Support and guide team members in day-to-day tasks while fostering a collaborative, open, and trust-based environment.
- Deliver on-the-job training, coach team members through 1:1s and team meetings, and set personal development goals.
- Monitor team performance, behavior, and customer interactions to ensure service excellence; conduct regular evaluations and share structured feedback (including client/peer inputs).
- Manage team schedules, attendance, and time adherence while ensuring delivery on key KPIs (CSAT, FCR, Quality, Agent Resolution, Touch Ratio, Productivity).
- Handle supervisor-level calls and effectively resolve escalated customer complaints.
- Recognize and celebrate achievements to maintain motivation and engagement.
- Collaborate with WFM and cross-functional teams to optimize staffing, streamline workflows, and support continuous improvement.
- Escalate operational challenges, share performance insights, and recommend automation/efficiency improvements through daily/weekly reporting.
- Drive employee engagement initiatives and contribute to improved ESAT results while promoting knowledge-sharing and creative problem-solving.
- Support managers in rolling out new processes and ensuring smooth adoption by the team.
- Any Adhoc task as per the business requirement.
Requirements
- Minimum 2 years of team handling experience
- Must have 2 years of 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.
- Travel Industry knowledge is a plus.
- Exceptional customer service skills and sales abilities
- Ability to multi-task and work in a fast-paced work environment.
Minimum Education Requirement
Under graduation / Graduation or master s degree in Tourism, Business Administration, or a relative field Amadeus, Sabre, and Galileo (expert).
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer ServiceCSATAutomationAI infrastructureflight bookingcounselingB2BMediclaimCustomer ComplaintsFLIGHT SALESFintechonline travel agencyEmployee EngagementCommunication SkillsAdministrationAmadeusGDSGalileoArtificial Intelligence
About Etraveli Group
Etraveli Group
Internet
154
employees
Mumbai, Maharashtra
India
₹8.8L PA avg
Avg at Etraveli Group
About
Etraveli Group is a global flight-tech leader connecting millions of travelers with seamless, affordable flight solutions through its diverse travel brands, fintech products and worldwide operations.
Industries
Internet
Employee ratings
10 reviews
2.8/ 5
Culture
2.8
Career growth
2.3
Work-life
2.4
Employees rate it well for
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