Team Lead - First Line

About the role

Etraveli Group is seeking a dynamic Team Lead for its First Line Customer Services team in Mumbai. You will guide a group of agents, ensure high‑quality service, and drive continuous improvement in a fast‑paced travel technology environment.

Key responsibilities

• Support team members in daily tasks and provide on‑the‑job training.
• Set personal targets, monitor behaviour toward customers and colleagues, and evaluate performance.
• Discuss team performance with the Assistant Manager and implement improvements.
• Organise regular team meetings, one‑on‑ones, and performance reviews.
• Prepare and present daily/weekly reports, handle client feedback, and escalate issues as needed.
• Manage schedules, attendance, and call delegation to ensure smooth operations.
• Coach and mentor agents to develop their skills and career growth.

Required profile

• Minimum 2‑3 years of experience leading a team in the travel industry or a similar customer‑service environment.
• Strong problem‑solving mindset and ability to inspire collaboration.

Required skills

• Proficiency with GDS platforms, specifically Sabre and Amadeus.