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Supervisor Technical Support

Date: Jun 25, 2019

Location: Manama, BH

Company: Sabre

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Job Description

Supervises the support of customers encountering problems using the company's products in a 24/7 contact center environment.

Supervises representatives that are answering customer inquiries, over the telephone and email regarding desktop/device hardware/software problems and Sabre products (such as Sabre host/Non Host, Sabre Red Workspace, Trip Case, etc.)

Plans, directs, supervises and evaluates work flows and coordinates work activities to achieve the volume expected to meet operational requirements.

Reports, escalates and follows up on new or recurring product problems to the appropriate department to ensure resolution.

Ensures representatives are properly trained when old products are upgraded or new products are released.

Provides guidance and direction to subordinates, monitors performance and provides appropriate feedback to employees.

Participates in the development and execution of departmental strategies, policies and procedures.  

Resolves critical, non-deferrable operational/functional issues and interfaces with appropriate levels of senior management.

May make hiring decisions and recommendations and conduct performance appraisals.

Should be willing and able to travel, mainly across the Middle East region, for customers and project related meetings.

Job Requirements

  • Minimum 5 years of travel Industry experience years related experience.
  • Minimum 2 years of experience using Sabre distribution system  including understanding of the procedures related to the reservation, ticketing and fulfillment of travel bookings
  • Prior supervisory experience in a contact center environment preferred.
  • Ability to lead and motivate a team of multicultural staff and to delegate to subordinates.
  • Ability to handle multiple projects simultaneously.
  • Ability to analyze problems, identify key problems and make decisions to solve problems.
  • Ability to provide technical support and advise team on technical support.
  • Ability to evaluate and coach performance.
  • Ability to make decisions on the spot during difficult situations.
  • Strong organizational skills.
  • Strong presentation skills in diverse scenarios.
  • Excellent written and verbal communication skills.
  • Excellent customer service skills.
  • Professional fluency in written and spoken English and Arabic

 

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Career Position: Supervisor  

Hiring Manager: Mohammed Din   

Recruiter: Olga Stepanov    


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