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Contributor ACD Workforce Managemen

Date: Jan 16, 2019

Location: Montevideo, UY, CP91600

Company: Sabre

Req ID: 45646

Job Family: Administrative

 

Sabre is the global leader in innovative technology that leads the travel industry. We are always looking for bright and driven people who have a penchant for technology and want to hone their skills. If you are interested in challenging work, being part of a global team, and solving complex problems through technology, business intelligence and analytics, and Agile practices - then Sabre is right for you! It is our people who develop and deliver powerful solutions that meet the current and future needs for our airline, hotel, and travel agency customers.

Job Description

ACD Operations & Planning is an internal team that under direct supervision, assists in monitoring the volume of inbound call traffic and distribute contacts (phone, email, etc.) based on staff availability. Ensures customer service needs are met by coordinating and adjusting shifts allocations in relation to call volumes in a timely manner. Plans and executes shift manning and staffing changes dynamically. Creates reports that will be used within the contact center. Coordinates with other departments when outages occur, and calls must be redirected.

Education & Experience (Contributor)


EXPERIENCE: Minimum 1 year related experience. Understanding of the call/contact center's staffing availability and call volumes. Proficient computer software skills. Good written and verbal communication skills.

 

Job Requirements

  • Works collaboratively in a team environment with internal helpdesk leaders, trainers, helpdesk personnel and peers to meet customer expectations regarding service speed of answer and service level.
  • Communicates effectively in written and spoken English with co-workers around the world.
  • Assumes responsibility for their own training and increasing their knowledge base as it relates to this position, making a personal commitment to use all resources available to achieve this goal.
  • Makes a conscious effort to contribute value-added services and ideas to our customers.
  • Demonstrates effective teamwork skills.
  • Consistently meets established KPI targets tied to yearly Performance Review objectives.
  • Shows basic proficiency using workload tracking tools.
  • Shows proficiency in MS Excel handling.
  • Monitors and resolves the issues that are reported by leaders and employees.  Must have ability to act rapidly.
  • Demonstrate sense of urgency for sensitive issues.
  • Shows an active attitude towards finding opportunities for improvement within the helpdesk.
  • Ensures that approved methods, processes, and tools are consistently used.
  • Will deliver the highest level of customer service and satisfaction while continuously demonstrating excellent teamwork, interpersonal skills, and commitment
  • Calls out of schedule might be required – for team meetings
  • Team works 24x7 and will require shift coverage.
  • On-call duties may be required.
  • Knowledge on any workforce planning tools considered a plus.   Aspect eWorkForce Management in particular.
  • Knowledge of live monitoring and call routing tools is a plus.  Avaya CMS and Genesys CCPulse in particular.


 

 

 

 

Reasonable Accommodation

Sabre is committed to working with and providing reasonable accommodation to applicants with disabilities. Applicants applying for a Sabre position with a disability who require a reasonable accommodation for any part of the application or hiring process may contact Sabre's Employee Relations Department at employee.relations@sabre.com

 

Affirmative Action

Sabre is an equal employment opportunity/affirmative action employer and is committed to providing equal employment opportunities to minorities, females, veterans, and disabled individuals. EEO IS THE LAW

 

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Job Segment: Business Intelligence, Help Desk, Information Technology, Technology

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