Team Leader - Operations

Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. 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 partner with major global platforms such as Booking.com, Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includes a separate fintech entity with its flagship product, PRECISION, a risk management solution, Sweden’s leading flight comparison site Flygresor.se, Tripstack, our B2B Flights as a Service Provider and world leader in virtual interlining, and Wenrix, the embedded AI platform for flights. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 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), Greece, India, Canada, Israel, Poland, UK, and Uruguay.

About the role:

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

Requirements

• Minimum 2 years of team handling experience in a contact centre environment

• Strong understanding of any GDS platform (Sabre, Amadeus, or Galileo)

• Proficient in Windows, MS Office, and Google Applications

• Excellent communication skills with strong fluency in English

Duties & 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

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.