Team Lead – First Line Customer Service

About the role

Etraveli Group’s Customer Services department is looking for a dynamic Team Lead to guide and inspire a dedicated first‑line support team. You will ensure high‑quality service, drive performance improvements and foster a collaborative environment.

Key responsibilities

• Develop and support team members in daily tasks and personal targets.
• Deliver on‑the‑job training, organize regular meetings and one‑on‑ones.
• Monitor team behaviour, performance metrics, call quality and attendance.
• Prepare reports, assess client feedback and discuss performance with managers.
• Manage schedules, delegate cases, and ensure timely task completion.
• Coach and mentor staff to grow in their roles.

Required profile

• Minimum 2 years of team‑handling experience in a contact‑center or travel industry setting.
• Fluent English; additional languages are a plus.
• Experience with GDS systems (Sabre, Amadeus or Galileo) preferred.

Required skills

• Proficiency with GDS platforms (Sabre, Amadeus, Galileo).
• Advanced use of Windows, MS Office and Google Workspace.

What we offer

• Employee Assistance Program, term life insurance and comprehensive health coverage.
• Meal coupons, performance‑based incentives and continuous learning & development sessions.
• Commitment to diversity and equal opportunity throughout the hiring process.