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 a separate fintech entity with its flagship product, PRECISION, a risk management solution, Sweden’s leading flight comparison site Flygresor.se, Tripstack, our B2B Flights as a Service Provider and world leader in virtual interlining, and Wenrix, the embedded AI platform for flights. 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 Senior Manager Customer Care Escalations (CCE) is a pivotal leadership role responsible for overseeing a part of the CCE organization in Athens and Uppsala. Reporting to the Customer Care Escalations Director, you will lead a team of approximately 60 employees including Managers, Team Leaders, Coordinators, and Agents playing a key role in achieving departmental targets while cultivating a thriving, high-performance environment.

This position is essential in embodying and championing our core values, driving a culture built on open feedback, transparent communication, strong accountability, and collaborative teamwork across the organization.

The Role

Leadership and People Management

• Provide clear performance expectations, deadlines, and objectives to all direct reporting Managers.

• Mentor, coach, and actively develop Managers and Team Leads to maximize their potential and ensure career growth.

• Support Managers in executing daily tasks, routines, and performance-driven initiatives.

• Conduct and oversee regular performance reviews (weekly, monthly, quarterly, and yearly) for reporting staff.

• Organize and run regular leadership meetings, including monthly Managers/Team Lead meetings and Sr Manager alignments.

• Perform skip-level meetings to gather candid feedback and promote an "open door policy" for idea sharing.

• Actively participate in the Rewards and Recognition (RNR) programs and employee recognition initiatives.

Operational Excellence and Performance

• Daily monitoring and analytical review of team performance data.

• Define and implement action plans and deadlines to address performance gaps and drive continuous improvement.

• Ensure timely and accurate circulation of critical communication from leadership down through Managers, Team Leads, and Agents.

• Learn and maintain a deep, end-to-end (E2E) understanding of workflows across all respective Lines of Business (LOB's).

• Ensure managers are fully aligned with Workforce Management (WFM) to resolve capacity and staffing gaps.

• Manage, troubleshoot, and resolve complex customer escalations that exceed the control of Managers and Team Leads.

Strategy and Reporting

• Prepare and review comprehensive performance reports, highlighting and calling out discrepancies.

• Report weekly performance summaries, special issues (especially quality-related), and escalate major issues to the Director.

• Learn, understand, and ensure compliance with all Key Performance Indicators (KPI) and service fee contractual agreements for B2B partnerships.

• Proactively identify and highlight risks, operational concerns, process needs, and technical issues to relevant stakeholders.

• Deep-dive into existing processes to identify areas for improvement, automation, or re-engineering.

• Stay current on industry news, insights, and internal company announcements.

• Contribute to departmental strategy and company objectives

• Foster innovation, and manage cross-functional projects and collaborations to support continuous improvement across the organization

• Serve as an advocate for the company's core values and culture.

Requirements

• Experience: 5+ years of progressive experience in a team managing role, preferably within a high-volume Contact Center environment

• Leadership: Demonstrated ability to lead leaders, engage, and mentor a large team effectively

• Communication: Excellent verbal and written English communication skills, capable of influencing at all levels

• Analytical Skills: Highly analytical, data-driven, and adept at translating performance metrics into strategic actions

• Initiative: Resilient, determined, and proactive self-starter with strong independent work and resourcefulness skills

• Organizational Skills: Exceptional time management, multi-tasking, and organizational capabilities

• Cultural Fit: Proven ability to champion Etraveli’s values and culture within the team

• Preferred: Knowledge of outsourcing best practices is a plus

• Education Preferred: Graduation or Master’s degree in Tourism, Business Administration, or a related field; any extra professional qualification is a plus

Benefits

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:

• Hybrid working environment - having the opportunity to work both remotely and at the office enabling you flexibility! #LI-Hybrid.

• 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.

• Office in the City – We sit on bright, large floors (over 4000㎡!) in central Athens. Just a short walk from the Megaro Mousikis Metro station.

• We have a relaxed & fun work environment where you can enjoy free breakfast, coffee/tea, play ping pong or video games.

• We also like to schedule company/department/team activities and events outside the office space!

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.

#LI-KS2