Team Lead - Escalations

About the role

Etraveli Group is seeking a Team Lead for Escalations to supervise and develop a high‑performing support team in Mumbai. You will guide agents in daily tasks, provide on‑the‑job training, and ensure exceptional customer service across our global flight‑technology platform.

Key responsibilities

• Support and coach team members while fostering a collaborative, trust‑based environment.
• Deliver training, conduct 1:1 sessions, and set personal development goals.
• Monitor performance metrics (CSAT, FCR, Quality, etc.) and provide structured feedback.
• Manage schedules, attendance, and adherence to key KPIs.
• Handle supervisor‑level calls and resolve escalated customer complaints.
• Collaborate with Workforce Management and cross‑functional teams to optimise staffing and workflows.
• Escalate operational challenges, share insights, and recommend automation improvements.
• Drive employee engagement initiatives and support the rollout of new processes.
• Perform ad‑hoc tasks as required by the business.

Required profile

• Minimum 2 years of experience leading a support or customer‑service team.
• Proven ability to train, coach, and develop team members.
• Strong analytical skills for monitoring performance and generating reports.
• Excellent communication and problem‑solving abilities.

Required skills