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Supervisor Product Support

Date: Feb 3, 2019

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

Oversees Customer Care’s global support operation, ensuring the delivery of outstanding customer service and support on Sabre Hospitality products. Supervises representatives that are answering customer inquiries through live and online communication channels. Ensures representatives are properly trained and developed to needed knowledge and process standards, drives individual and team performance, helps build support strategy and participates in special projects focused on technology and innovation.

  • Plan, organize and supervise the effective execution of the support operation, including staffing decisions for standard and irregular operations.
  • Organize new, recurrent and advanced agent training based on knowledge needs and top contact drivers
  • Plan employee development based on skills, performance and market challenges
  • Identify and develop individual and group strengths and weaknesses
  • Monitor for group and individual performance, coaching and counseling
  • 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 new staff
  • Motivate employees and recognize team and individual achievements
  • Is effective in a variety of formal presentation settings: one-on-one, small/large groups, with peers, direct reports, bosses and senior leaders.
  • Ensures that Customer Care related KPIs are met and is responsible for adherence to budget and forecasts
  • Coordinates with Product Management to ensure better customer adoption and raise visibility on customer and product issues

Job Requirements

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

 

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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