Description

Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2400 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do. Our major offices are in Sweden (HQ), Canada, Greece, India, Poland.

With the Greek office being one of the largest, hosting around 600 employees working from the center of Athens for the rest of the world.

Join us and start as Team Leader in the First Line team within Customer Services!

About the role

The role of the CS First Line Team leader is to ensure qualitative results in a timely manner, in accordance with the targets and SLAs set. To do that, the Team Leader should be able to motivate and inspire the team members, set high standards, monitor the progress of them and above all, interact with the team on a daily basis and create an environment of open trust and communication.

It is essential that a successful Team leader will lead in alignment with the company’s strategy and values, make sure that information will be spread out to all necessary layers and steer the team to the right direction.

This position reports to the First Line Customer Service Manager and is based in Athens.

Responsibilities:

• Create an environment based on trust, open communication, creative thinking, and cohesive team effort.
• Support team members on their work and ensure they have the necessary training to effectively participate in the team.
• Participate in the daily tasks on a scheduled rotation and ensure you stay up-to-date with the new processes and routines.
• Undertake supervisor calls and handle customer complaints.
• Intervene when necessary to help the team in resolving issues.
• Monitor the assigned queues and SLA compliance.
• Follow up on team members' daily/monthly schedule (working hours, assigned tasks, etc.) and ensure efficiency.
• Evaluate team/individuals in terms of performance, quality, creativity, strengths, weaknesses, behavior, attitude and provide feedback to them.
• Support their personal development/career path.
• Recognize and celebrate both team and team member accomplishments/exceptional performance.
• Constantly improve and automate operating procedures and processes with managers.
• Analyze reports.

• A minimum of 2 years of experience in a relevant position.
• Excellent written and verbal communication skills in English.
• Experience working with KPIs and deadlines.
• Self-driven, proactive and results oriented.
• Experience in coaching or/and people management.
• Good understanding of GDS will be a plus.

We are looking for people who would make the world smaller for travelers but want a bigger world of opportunities for themselves. With us you can enjoy:

• Health Benefits - Through partners, we offer a private health insurance plan. We also offer the possibility to use 2 extra medical leave days in case of need.
• Monthly ticket restaurant card - to spend in one of the thousands affiliated restaurants, cafes, stores or supermarkets across Greece.
• Hybrid working environment - having the opportunity to work both remotely and at the office enabling you flexibility! #LI-Hybrid
• Office in the City – We sit on bright, large floors (over 4000㎡!) in central Athens. Just a short walk from the Ambelokipi Metro station.
• Team activities - We also like to schedule company/department/team activities and events outside the office space!
• Fun & Work - We have a relaxed work environment where you can enjoy free breakfast, beverages & fruits, playing ping pong or video games.

*If interested, please send your CV in English*