Team Lead – First Line Customer Service

About the role

Etraveli Group, a global flight technology provider, is looking for a Team Lead to manage its First Line Customer Services team in Pune. The role involves guiding a team of agents, ensuring high‑quality support for airline and travel‑related queries, and driving continuous improvement.

Key responsibilities

• Develop and mentor team members, providing daily support and on‑the‑job training.
• Set personal targets, monitor performance, and evaluate strengths and areas for improvement.
• Review team behavior toward customers and colleagues, addressing issues and fostering a collaborative environment.
• Prepare and present performance reports, discuss quality and productivity with management, and implement corrective actions.
• Organize regular team meetings and one‑on‑ones to discuss feedback, challenges, and ideas.
• Analyze client and colleague feedback, generate reports, and recommend service enhancements.

Required profile

• Minimum 2 years of experience leading a contact‑center team.
• Strong problem‑solving mindset and ability to drive team performance.
• Fluent English; additional language a plus.
• Team‑player attitude with excellent communication skills.
• Graduation or master’s degree in Tourism, Business Administration, or a related field (preferred).

Required skills

• Expertise in GDS systems such as Sabre, Amadeus, or Galileo.
• Proficiency with Windows operating system.
• Advanced knowledge of MS Office suite.
• Expert use of Google Applications.