Etraveli Group—Team Lead - WFM

Job description

Description: 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. Overview The WFM Team Lead is responsible for managing real-time operations ensuring a smooth day-to-day delivery and achievement of service levels. This role also includes leading a team of WFM executives handling real-time tasks, driving team performance, and ensuring consistent accuracy and efficiency across all activities. Key Responsibilities Workforce Management - Lead and manage a team of WFM executives handling real-time activities - Monitor intraday performance to ensure service levels, occupancy, and adherence targets are met - Manage staffing, breaks, and shrinkage to balance workload with available resources - Perform intraday re-forecasting based on latest trend in inflow and adjust schedules accordingly - Conduct daily and weekly performance reviews, ensuring all reports and updates are delivered accurately and on time - Perform root cause analysis (RCA) for SLA deviations and share findings with leadership - Track schedule adherence, absenteeism, and productivity trends, and recommend improvements - Support ad-hoc business requests, reporting, and data analysis as required - Coach, mentor, and cross-train team members to build flexibility and avoid single points of failure - Foster a positive, high-performing team culture that encourages accountability and collaboration - Identify and implement process improvement or automation opportunities to enhance efficiency - Deliver continuous innovation for the business Required Skills & Experience - Minimum of 2 years of experience in Workforce Management, focusing on Real-Time Management and Scheduling - Minimum of 1 year of experience in Team handling - Strong understanding of WFM tools (e.g.: Genesys, IEX, Verint, NICE, Aspect, etc.) - Excellent analytical, coordination, and communication skills - Strong proficiency in Excel; experience with reporting tools like Power BI is a plus - Flexible to work in shifts and weekends based on business requirements Key Attributes - Strong leadership and team management skills - Detail oriented, proactive, and calm under pressure - Effective problem solving and decision making ability - Collaborative and results driven mindset - Ability to prepare and deliver clear, persuasive, and data-backed presentations to both WFM and non-WFM stakeholders Benefits What’s in it for You? - Employee Assistance Program (EAP): Confidential, free support for personal or work-related challenges—covering counseling, or financial guidance, and more—to help maintain well-being and performance. - Term Life Insurance: Provides financial peace of mind for your loved ones with a fixed-coverage death benefit over a defined term. Affordable protection offered by your employer. - Mediclaim (Health Insurance): Extensive coverage for medical expenses to ensure you and your family get the care you need when it matters. - Meal Coupons: A tasty perk to fuel your workday—delicious meals or snacks on us! - Learning & Development (L&D) Sessions: Continued growth through curated upskilling sessions—boosting your skills and career progression. 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.