Etraveli Group is a global platform for flights, an air technology company with a presence across all continents. We want our customers to experience the world while we take care of the technology that enables traveling. We are the preferred partner of some of the world’s most prominent technology companies such as Booking.com & Google Flights. In this context, to deliver the company's overall mission to make it easier for everyone to experience the world, Booking Holdings recently entered into an agreement to acquire our company. Completion of the acquisition is subject to certain closing conditions, including regulatory approval. Exciting times are coming ahead, so join our diverse team of 1700+ talented professionals and explore unlimited work opportunities!
Job & Responsibilities:
- Provide clear expectations and deadlines
- Support leads in their daily tasks and routines
- Mentor, motivate, and develop team leads
- Ensure the circulation of any needed communication is translated from the team leads to the agents
- Create an atmosphere for feedback and sharing ideas
- Discuss & set personal targets with each team lead
- Daily monitoring and reviewing of team performance (data)
- Organize and carry out weekly/monthly/quarterly and yearly performance reviews
- Schedule 1:1 sessions to review performance within the respective teams such as RL, KPI’s, Quality, attendance, etc
- Set deadlines and action plans to improve on any gaps within performance
- Organize & run regular team lead meetings
- Assess received feedback from colleagues
- Prepare and review reports. Callout/highlight discrepenceies if any
- Discuss/report performance of the day/week and special issues - quality wise with Leads
- Discuss or escalate daily issues and report Day Summary to Sr.Manager/VP
- Work with the WFM team on schedules and gaps in performance alongside the Team leads
- Highlight any risk, concerns, process needs, technical issues
- Learn and understand all E2E (end to end) work flows for respective LOB's
- Learn and understand the KPI and service fee contractual agreements and expectations for B2B
- Attend and participate in departmental meetings (Process team/Leadership alignment meetings and review meetings internal stake holders )
- Manage and troubleshoot any escalations outside the leads control
- Participate in interviewing and onboarding
- Perform skip-level meetings
- Deepdive into processes with leads where automation or processes can improve or be applied
- Stay up to date on industry news and insights along with internal announcements
- An advocate to our core values
- Attrition avoidanceTarget and objective setting/monitoring
Requirements
- 8 years overall experience in a team managing role
- Drive's Etraveli values and culture in the team
- Preferred: Graduation or Master’s degree in Tourism, Business Administration, or relative field
- Leadership skills - the ability to engage and mentor a large team
- Organizational skills
- Analytical and data-driven
- Amadeus, Sabre, and Galileo knowledge (GDS will be added advantage)
- Excellent communication skills
- Multi Tasking skills
- Time management skills
- Initiative skills (the ability to be resourceful and work independently - resilient, determined and proactive)
