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Workforce Management Operations and Planning

Date: Aug 23, 2019

Location: Montevideo, UY, CP91600

Company: Sabre

Req ID: 48759

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 with presence in 4 different centers around the world that, under direct supervision, effectively forecasts labor requirements and creates and manages staff schedules to accomplish agreed Service Levels on a day-to-day and hour-to-hour basis for Sabre’s Global Operations. Distributes the necessary daily and monthly activities based on staff availability and volume of inbound contact traffic. Monitors live activities and time and attendance occurrences. Plans Vacation and leaves. Creates reports that will be used within the contact center. Coordinates with other departments when outages occur, and calls must be redirected.

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
  • Communicates effectively in written and spoken English with co-workers around the world.
  • Commits use all resources available to increase their knowledge base.
  • Makes a conscious effort to constantly contribute value-added services and ideas.
  • 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. Has the ability to act rapidly.
  • Demonstrates strong sense of urgency.
  • 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
  • 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.
  • Programming skills and SQL are a plus.
  • Some college is preferred.

 

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 Compliance Office at compliance.office@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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