Team Lead-Refunds
Full Job Posting
The Role
The Second Line Team Leader has two distinctive responsibilities: managing each and every individual in their team and the team as a whole. The team leader’s key objectives are to motivate and inspire their team members, set high standards for performance and values, validate efforts and contributions and ensure cooperative interaction, team members engagement and high performance in a trusting and respectful work environment.
A Team Leader supervises the Travel Agents, provides them with direction or additional support to meet company goals, funnels information to and from his/her team as well as to other managers and departments. In addition, Team Leader tracks daily information for their team and uses a variety of company-provided resources to report on a daily, weekly and monthly basis to their superiors. Other duties include running meetings with team members and of course assisting in personal development.
This role requires a person with advanced knowledge of designated refund workflows, department KPI and SLAs and the ability to communicate effectively with team members and Managers.
Responsibilities
- Ensure team’s effective operation
- Monitor the assigned queues and SLA compliance
- Design team members daily schedule (working hours, assigned task, etc)
- Keep the team focused and on track
- Provide guidance to the team based on management objectives
- Ensure the services provided to the customer are of high quality
- Provide team leadership and coaching
- Create an environment based on trust, open communication, creative thinking and cohesive team effort
- Lead by setting a good example
- Support team members on their daily tasks and ensure they have the necessary training to effectively participate in the team
- Facilitate problem solving and collaboration
- Intervene when necessary to help team in resolving issues
- Evaluate team members in terms of performance, creativity, strengths, weaknesses, attitude and provide feedback to agents
- Organize team & one on one meetings on a regular agreed basis and establish meeting times, places, agendas
- Discuss & set personal targets with each team member
- Manage teams hygiene and set up governance across
- Support the personal development of team members
- Recognize and celebrate both team and team member accomplishments/exceptional performance
- Interact with Managers
- Discuss and/or escalate issues which cannot be resolved by the team/leader
- Provide status reporting of team activities according to the program plan or schedule
- Assess feedback received from clients/colleagues and forward to managers
- Work with managers to obtain necessary resources or equipment to support team’s needs
- Constantly improve and automate operating procedures and processes together with managers
- Keep managers informed of tasks accomplishment, issues and status
Requirements
- Minimum 2 years of team handling experience.
- Hands on experience with GDS tools (e.g. Amadeus, Sabre)
- Proficiency in Refunds GDS & BSP
- Deep knowledge of voluntary/involuntary refund processes and fare rules.
- Proactive, process-driven, data driven and comfortable managing cross-functional communication.
- Excellent written and verbal communication skills in English
- Experience in coaching or/and people management
- Experience working with KPIs and deadlines
- Experience in analyzing data and producing reports
- Excellent knowledge of Department tools & Systems
- Self-driven, proactive and results oriented
- Comfortable with rotational shifts 24*7 including night shifts.
- Experience letters of the last 2 companies are mandatory. Critical Competencies
- Playing to win
- Accountability & cooperation
- Urgency to be excellent
- People management skills
- Strong communication with organizational skills
- Strong GDS knowledge
- Shifts/weekends should not be a constraint
- Ability to self-motivate and take initiative
- Emotional maturity, Empathy and Patience
- Analytical and data driven thinking
- Attention to detail
- Ability to manage change and work under pressure
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.
About Etraveli Group
Private Swedish flight-technology company providing flight distribution, fulfillment, fintech, and AI tools to travel businesses and travelers.
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