Team Lead – Schedule Management

About the role

The Team Lead will support Customer Service team members in their daily tasks, manage schedules, and ensure high‑quality service delivery. This position reports to the manager and focuses on team performance, attendance, and continuous improvement.

Key responsibilities

• Support team members in daily tasks and set personal targets.
• Monitor team behavior, performance, and quality of service.
• Evaluate performance, identify strengths/weaknesses, and discuss improvements with the manager.
• Manage daily schedules, attendance, and time adherence.
• Organize regular team meetings and one‑on‑ones for coaching.
• Monitor calls, delegate cases, and report daily summaries to the manager.

Required profile

• Excellent communication skills.
• At least 2 years of documented experience as a team leader.
• Fluent in English; additional languages a plus.
• Team player attitude.

Required skills

• Proficiency with Windows, MS Office, and Google Applications (expert level).
• Knowledge of Amadeus, Sabre, and Galileo GDS platforms (expert).

What we offer

• Employee Assistance Program (EAP) for personal and work‑related support.
• Term life insurance and comprehensive mediclaim health coverage.
• Meal coupons and performance‑based incentives.
• Learning & Development sessions for continuous skill growth.