Team Lead-Refunds

Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond.

We partner with major global platforms such as Booking.com , Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includes Precision , our specialist in travel fintech; Tripstack , our B2B Flights as a Service Provider and world leader in virtual interlining, serving as the gateway to Etraveli Group’s flight content and fulfillment services; Wenrix , the AI Infrastructure for profitable growth in air; and Flygresor.se , Sweden’s leading flight comparison site. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.

Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay.

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.

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

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.