Team Lead - Escalations
Etraveli · Mumbai
- Experience2–7 yrs
- SalaryNot disclosed
- Work modeonsite
- Levelmid
- Posted21 Sept 2026
About Etraveli
Etraveli is hiring in Mumbai in hospitality travel. This role looks for around 2+ years of experience.
Skills
- GDS
- Sabre
- Amadeus
- Galileo
- Windows
- Microsoft Office
- Google Applications
- English
- customer service
- sales
The role
A customer support team leader at a travel services company supervises service agents, coaches performance, and resolves escalated customer complaints using GDS, Amadeus, and Sabre. The role also manages staffing, customer service operations, and team training.
Full job description
Team Lead - Escalations
Position Summary
As a team leader in the support team, you will be responsible for the supervision of the team and ensuring the best possible performance of the agents. You will need to support your team with their daily tasks and deliver training to new colleagues if required, as well as prepare and analyze reports. The role includes close cooperation with other Team leads within customer services.
Responsibilities
Support and guide team members in day-to-day tasks while fostering a collaborative, open, and trust-based environment.
Deliver on-the-job training, coach team members through 1:1s and team meetings, and set personal development goals.
Monitor team performance, behavior, and customer interactions to ensure service excellence; conduct regular evaluations and share structured feedback (including client/peer inputs).
Manage team schedules, attendance, and time adherence while ensuring delivery on key KPIs (CSAT, FCR, Quality, Agent Resolution, Touch Ratio, Productivity).
Handle supervisor-level calls and effectively resolve escalated customer complaints.
Recognize and celebrate achievements to maintain motivation and engagement.
Collaborate with WFM and cross-functional teams to optimize staffing, streamline workflows, and support continuous improvement.
Escalate operational challenges, share performance insights, and recommend automation/efficiency improvements through daily/weekly reporting.
Drive employee engagement initiatives and contribute to improved ESAT results while promoting knowledge-sharing and creative problem-solving.
Support managers in rolling out new processes and ensuring smooth adoption by the team.
Any Adhoc task as per the business requirement.
Requirements
Minimum 2 years of team handling experience
Must have 2 years of experience in GDS (Sabre, Amadeus, or Galileo)
Windows, MS Office, Google Applications (expert)
Fluent in English - any additional language will be considered a plus
Team player
Preferred: Graduation or master s degree in Tourism, Business Administration, or a relative field Amadeus, Sabre, and Galileo (expert) Excellent communication skills.
Travel Industry knowledge is a plus.
Exceptional customer service skills and sales abilities
Ability to multi-task and work in a fast-paced work environment.
Minimum Education Requirement
Under graduation / Graduation or master s degree in Tourism, Business Administration, or a relative field Amadeus, Sabre, and Galileo (expert).
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.