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Supervisor Product Support

Date: Dec 7, 2018

Location: Montevideo, UY, CP91600

Company: Sabre

Req ID: 43256

Job Family: Information Technology/Software Development

 

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

Supervises the support of customers encountering problems using the company's products. Supervises representatives that are answering customer inquiries, primarily over the telephone but also in writing. Establishes and maintains systems that provide answers to common questions and problems. Reports new or recurring problems to design departments. Ensures representatives are properly trained when old products are upgraded or new products are released. Supervise call specialists receiving calls from customers regarding desktop/device hardware/software problems. Participates in future technological planning, joint development and/or ad hoc special projects. Provides guidance and direction to subordinates. 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.

  • Plan and organize work shifts to effectively meet contact volume including sick-day and vacation coverage through work flow management and staffing for unplanned occurrences. Control time and attendance.
  • Organize and schedule recurrent and additional training based on needs and call drivers
  • Plan employee development based on current knowledge and experience
  • Identify and develop individual and group strengths and weaknesses
  • Monitor for group and individual performance, coaching and counseling
  • Perform call/email monitoring and quality control
  • Perform regular evaluations and conduct feedback discussions
  • Establish and foment a culture of teamwork and cooperation
  • Resolve Human Resources related issues
  • Responsible for interviewing and hiring people
  • Motivate employees and recognize team and individual achievements
  • Effective in a variety of formal presentation settings: one-on-one, small/large groups, with peers, direct reports, bosses and senior leaders. Represent Sabre Hospitality in local leadership forums
  • Ensuring that Customer Care related KPIs are met and responsible for adherence to budget and forecasts
  • Strategic agility, can create strategies and plans based on ability to anticipate trends or future consequences accurately
  • Holds calls with Product Management to ensure better customer adoption and raise visibility on customer and product issues

Job Requirements

  • Excellent level of spoken and written English
  • Analytical mindset and open to work under pressure with deadlines
  • Sense of urgency
  • Prior contact center experience and excellent phone etiquette
  • Prior people management experience
  • Good computer knowledge of Microsoft systems and other complex systems
  • Excellent communications and interpersonal skills
  • Experience in customer support
  • Skilled at priority setting
  • Strong organizational, planning and time management skills
  • Skilled at employee coaching, motivation and development
  • Able to work in a matrixed environment supporting other global offices

 

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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