Booking & Operations Team Lead (MFD)

About iCliGo

iCliGo is an innovative platform that connects travelers with independent and highly qualified travel consultants.
Founded in 2014 this Portuguese multinational has evolved into a technology-driven company dedicated to meeting the needs and dreams of a new generation of travelers and entrepreneurs.
We are proud to foster a collaborative and inclusive workplace where every team member has the opportunity to grow and thrive.

About the Role

As a Booking Team Lead you will be responsible for overseeing the daily performance of the Booking team ensuring operational excellence across all booking-related activities.

We are looking for a highly organised and proactive professional with strong leadership skills a solid operational mindset and a passion for delivering efficient high-quality travel this role you will act as the first point of coordination for the Booking team ensuring workflows are well managed service standards are maintained and the team is supported in delivering an exceptional experience to both internal and external stakeholders.

You will play a key role in monitoring team performance improving operational efficiency supporting process implementation and ensuring booking operations run smoothly and accurately.

Key Responsibilities

• Coordinate the day-to-day activities of the Booking team ensuring smooth and efficient operations;
• Monitor team workload priorities and service levels ensuring deadlines and quality standards are consistently met;
• Provide guidance and operational support to team members in booking-related matters acting as the first escalation point for complex cases;
• Ensure the accurate execution of booking processes including creation modification cancellations and issue resolution;
• Support the implementation and optimisation of operational procedures to improve team efficiency and service quality;
• Track team performance through operational KPIs and contribute to regular reporting;
• Collaborate closely with internal stakeholders including Operations Customer Support and Commercial teams to ensure alignment and service excellence;
• Support onboarding training and continuous development of team members promoting best practices and knowledge sharing;
• Contribute to identifying process improvement opportunities and operational efficiencies within booking workflows.

What Were Looking For

• Degree in Tourism Management or similar;
• Over 5 years of experience in the travel industry preferably in a travel agency OTA tour operator or similar environment;
• Previous experience in team coordination supervision or leadership roles;
• Strong knowledge of booking processes and airline reservation systems (GDS) especially Amadeus and/or Galileo;
• Strong organisational skills and ability to manage multiple priorities in a fast-paced environment;
• Hands-on problem-solving mindset with strong attention to detail;
• Good analytical skills with the ability to monitor operational performance and identify improvement areas;
• Strong interpersonal and communication skills with the ability to support and motivate a team;
• Fluency in Portuguese and English; Spanish is a plus.

Benefits

• Competitive salary based on experience and expertise;
• Annual performance-based bonus;
• AdvanceCare health insurance;
• 24 days of annual leave (including your birthday off);
• Hybrid working model;
• Access to the Udemy academy;
• Travel perks at net rates.