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Job Title:  Supervisor Technical Application Support

Location: 

Bangalore, Karnataka, IN

Remote Options (if applicable): 

Req ID: 58251

Job Family: Contact Center

 

Sabre Corporation is a leading technology provider to the global travel and tourism industry. Headquartered in Southlake, Texas, USA, Sabre operates offices in approximately 60 countries around the world. At Sabre, we make travel happen. Positioned at the center of the business of travel, our platform connects people with experiences that matter in their lives. Today, Sabre is creating a new marketplace for personalized travel. It is our people who develop and deliver powerful solutions that meet the current and future needs or our airline, hotel and travel agency customers. Join our journey! 

Job Description

  • Supervises a team of employees providing support for Sabre suite of products in a 24/7 contact center environment, from different locations.
  • Supervises employees who are answering customer inquiries, in a multichannel support setup such as Phone, Callback, Webcase and Email.
  • Plans, directs, supervises, and evaluates work flows and coordinates work activities to achieve the volume expected to meet operational requirements and KPIs.
  • Reports, escalates, and follows up on new or recurring product problems with the appropriate department to ensure timely resolution.
  • Ensures the correct handling of severity service requests and issues, acting as escalation point under emergency situations.
  • Creates strategies and plans based on ability to anticipate trends or future consequences accurately.
  • Participates in the development and execution of departmental strategies, policies, and procedures.
  • Responsible for maintaining processes and systems that provide answers to common questions and problems.
  • Oversees and supervises efforts to improve existing processes and develop new ones to increase work efficiencies and customer satisfaction along with problem resolutions.
  • Capable of leading calls with customers or other vendors as well as providing presentations to internal and external parties around support structure or escalations.
  • Provides guidance and direction to subordinates, monitors performance, and provides timely and corrective feedback to employees.
  • Builds a culture which includes performance reviews, coaching, counseling, and/or disciplining employees (when applicable).
  • Ensures employees are properly trained to follow products lifecycles.
  • Ensures employees remain motivated, engaged, empowered, and are informed.
  • May make hiring decisions and recommendations and conduct hiring processes.
  • Coordinates with peers and Management on key decisions.
  • Willing and able to travel, for customers and project related initiatives.

Job Requirements

  • Minimum 2 years of experience using Global Distribution System (GDS) including understanding of the procedures related to the travel reservation, ticketing, and fulfillment of travel bookings.
  • Strong background in multi-channel Contact Center operations.
  • Ability to foster and motivate a positive, engaged team environment.
  • Ability to lead and direct multiple initiatives simultaneously
  • Ability to delegate work to subordinate or less experienced team members; proven leadership ability.
  • Ability to question processes and conduct gap analysis for finding efficiencies.
  • Ability to conduct pre- and post-exercises on key processes, such as incidents.
  • Strong technical knowledge and understanding of products and processes.
  • Demonstrate effective time-management skills and ability to prioritize.
  • Ability to analyze problems, create a plan to solve them, execute it and monitor it.
  • Ability to make or communicate decisions during difficult situations.
  • Ability to evaluate and coach performance.
  • Strong organizational and interpersonal skills.
  • Strong presentation skills in diverse scenarios.
  • Strong analytical skills, oriented to run an operation using data as one supporting source and able to “tell the story” coming from the data.
  • Experience in Project Management
  • Proactive attitude and creative thinking.
  • Committed to the highest standards of personal conduct and business integrity
  • Advance computer software skills, specially on Microsoft package.
  • Excellent verbal and written communication skills in English language.
  • Excellent customer service skills.
  • Prior supervisory/leadership experience preferred.

 

We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as your application progresses.

Please note that only candidates who meet the minimum criteria for the role will proceed in the selection process. Join our life community at Sabre by following us on Twitter, Facebook and LinkedIn

 

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