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Manager Product Support

Date: Dec 5, 2018

Location: Bangalore, IN, 560 066

Company: Sabre

Req ID: 43384

Job Family: Contact Center

 

Operating in 29 markets across Asia Pacific, with over 2000 local staff, serving premium top blue-chip customers in the travel industry - from travel agencies, airlines, hotels, car rentals and insurance providers. Sabre have grown our presence significantly over the years, in order to tap on the immense potential of the world’s fast growing region. Sabre’s end-to-end technologies help create a differentiated portfolio of solutions and services driven by data and insights on how travel business operates in Asia Pacific. We help our travel partners create better customer experiences, optimise business operations and enhance competitiveness. As we continue to grow in the region, our people are AND will always be our biggest asset & investment, where we continue to bring together the best talent and help them achieve their own career aspirations in a truly global company.

Job Description

Role Description

 

Manages a team of multidisciplinary analysts/specialists and supervisors across one or multiple locations, providing 24/7 support to hotel customers in the use of Sabre solutions in a high-availability environment, ensuring a seamless and consistent level of service through the different reporting channels made available: telephone, email and online tools.

 

Responsibilities:

 

  • Responsible for the coaching, development and mentoring of supervisors and team leads in the effective execution of their roles and the on-going stability of the operation
  • Oversees and is responsible for team and solution performance metrics against pre-defined KPIs
  • Ensures the identification of operational trends and behaviors that can lead to appropriate resolution of current issues and mitigation or prevention of future occurrences
  • Responsible for setting and achieving departmental goals, objectives and KPI’s
  • Develops and executes strategic plans for meeting organizational and team objectives  
  • Plans and implements procedures and systems to maximize operational effectiveness and efficiency
  • Responsible for analyzing operational demands and determining staff requirements
  • Applies advanced skills and concepts to oversee large, complex projects
  • Provides effective direction and communication of goals, initiatives and performance
  • Formulates organizational and business unit policies and practices, in alignment and compliance with Sabre’s standard practices and values.
  • Ability to work in a matrixed environment, supporting regional organizations as well as multiple global offices.
  • Ability to interface with customers in a variety of settings and situations, ensuring a continued healthy operational and commercial relationship
  • Fosters the continued enhancement of supervisor and team skills to promote career growth and personal development.
  • Establishes and fosters a culture of teamwork and cooperation based on Sabre’s Values
  • Seeks out areas of operational and service improvement, determining right resource engagement model and applicable
  • Works with Human Resources to ensure adherence to and formulation of local Sabre policies.
  • Performs effective in a variety of formal presentation settings: one-on-one, medium or large-size groups, with peers, direct reports, direct managers and senior leaders

 

Job Requirements

 

  • Excellent level of spoken and written English
  • Analytical mindset and open to work under pressure with demanding deadlines
  • Sense of urgency
  • Prior management and leadership experience in operational environments
  • Good knowledge of Microsoft office and related systems and potentially other advanced tools
  • Excellent communication and interpersonal skills

 

Sabre Corporation is the leading technology provider to the global travel industry. Sabre’s software, data, mobile and distribution solutions are used by hundreds of airlines and thousands of hotel properties to manage critical operations, including passenger and guest reservations, revenue management, flight, network and crew management. Sabre also operates a leading global travel marketplace, which processes more than US$120 billion of global travel spend annually by connecting travel buyers and suppliers. Headquartered in Southlake, Texas, USA, Sabre serves customers in more than 160 countries around the world.

 

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