Team Lead

Etraveli; Mumbai; On-site; INR 700,000 - 1,100,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Life Insurance

Meal Coupons

Learning & Development sessions

Job summary

Etraveli Group is seeking a dynamic Team Leader for its Customer Services department in Mumbai. You will guide and inspire a dedicated team, oversee daily tasks, provide training, and set personal goals. The role requires 2+ years of team handling in travel and strong expertise with GDS systems.

Excellent communication and a collaborative mindset are essential. Rotational night shifts and ongoing performance improvements are expected in this fast‑paced environment.

Qualifications

• Must have 2+ years of team handling experience in travel/MC industry or similar role.
• Strong leadership and people management skills.
• Excellent communication and training delivery abilities.

Responsibilities

• Develop and lead the team to achieve targets.
• Support daily tasks and provide on‑the‑job training.
• Set personal targets and monitor performance and behavior.
• Organize meetings and one‑to‑ones for coaching.
• Prepare and discuss performance reports with management.
• Ensure attendance and schedule adherence.
• Coach team members to grow in their roles.

Skills

Leadership

Coaching

Training delivery

Performance monitoring

Communication

Team development

Tools

Sabre

Amadeus

Galileo

Job description

The Role :

The Customer Services department at ETG is dedicated to enhancing the customer experience through ongoing efforts to implement improvements and drive positive change. We're seeking a dynamic Team Leader to guide and inspire our dedicated team.

The ideal candidate possesses strong leadership skills, a problem-solving mindset, and the ability to drive team performance. If you're passionate about fostering growth and collaboration in a fast-paced environment, join us in shaping the future.

Duties & Responsibilities:

• Team development responsibilities
• Support team members in their daily tasks
• Deliver training on the job
• Discuss & set personal targets with each team member
• Monitor team: their behavior towards customers & colleagues, their problems or ideas
• Evaluate team members: performance, mistakes, losses, creativity, strengths, weaknesses, attitude
• Discuss the teams performance (quality of their services, mistakes, productivity) with the Assistant Manager and work on improvements whenever necessary Organize & run regular team meetings and one-on-ones to groom team members
• Assess received feedback from clients/colleagues
• Prepare reports
• Discuss/report performance of day/week and special issues - quality wise with the Manager
• Discuss or escalade daily issues and report the day's Summary to the Manager
• Ensure the teams effective functioning
• Manage team members daily schedules and ensure assigned tasks are completed
• Supervise attendance and ensure time adherence by all team members
• Monitor Calls & Delegate cases as appropriate
• Coach and mentor team members to grow in their role 2-3 years of minimum experience in team handling in the respective travel industry or at a similar Position

Preferred Requirements:

• Experience in GDS (Sabre, Amadeus, or Galileo) preferred
• Minimum 2 years of team handling experience in a contact center
• Windows, MS Office, Google Applications (expert)
• Fluent in English - any additional language will be considered a plus
• Team player
• Preferred: Graduation or masters degree in Tourism, Business Administration, or a relative field Amadeus, Sabre, and Galileo (expert)
• Excellent communication skills
• Experience letters of the last 2 companies are mandatory.
• Comfortable with rotational shifts 24*7 including night shifts

Diversity disclaimer

At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.

Benefits

Whats in it for You?

• Employee Assistance Program (EAP): Confidential, free support for personal or work-related challenges covering counseling, or financial guidance, and more to help maintain well-being and performance.
• Term Life Insurance: Provides financial peace of mind for your loved ones with a fixed-coverage death benefit over a defined term. Affordable protection offered by your employer.
• Mediclaim (Health Insurance): Extensive coverage for medical expenses to ensure you and your family get the care you need when it matters.
• Meal Coupons: A tasty perk to fuel your workday delicious meals or snacks on us!
• Performance-Based Incentives: Earn more when you deliver more. Your hard work pays off literally.
• Learning & Development (L&D) Sessions: Continued growth through curated upskilling sessions boosting your skills and career progression.