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Job Title:  Supervisor Technical Application Support

Location: 

ZonAmerica, Montevideo, UY

Remote Options (if applicable):  Flexible remote options

Req ID: 59164

Job Family: Contact Center

 

Sabre Corporation is a leading technology provider to the global travel and tourism industry. Headquartered in Southlake, Texas, USA, Sabre operates offices in approximately 60 countries around the world. At Sabre, we make travel happen. Positioned at the center of the business of travel, our platform connects people with experiences that matter in their lives. Today, Sabre is creating a new marketplace for personalized travel. It is our people who develop and deliver powerful solutions that meet the current and future needs or our airline, hotel and travel agency customers. Join our journey! 

Job Description


Your job will be to lead according to Sabre Values a team of multidisciplinary analysts based primary in Montevideo Uruguay and also exposed to the leadership of the team located in Bangalore India.
The team provides first level technical support to the complete portfolio of Airline IT Solutions.  We operate in a time sensitive and high availability environment where consistent quality of service and customer experience are the primary goals.


Your core responsibilities will be fostering an environment of teamwork, collaboration and growth for your direct reports, our support teams, and partners.
You will be accountable in leading the team to meet the SLAs and provide a customer experience of excellence. You may be required to work with customers, internal support teams and executive leaders in our company.  Participate during the management and resolution of high visibility and critical incidents, to be also the point of contact for feedback, escalations, follow up, etc


Oversees Customer Care’s global support operation, ensuring the delivery of outstanding customer service and support on Sabre IT Solutions 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.

 

  • Establish and foment a culture of teamwork and cooperation
  • Plan employee development based on skills, performance and market challenges
  • Identify and develop individual and group strengths and weaknesses
  • Motivate employees and recognize team and individual achievements
  • Monitor for group and individual performance, coaching and counseling
  • Perform regular evaluations and conduct feedback discussions
  • Resolve Human Resources related issues
  • Responsible for interviewing and hiring new staff
  • 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
  • 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

 

  • Advanced level of spoken and written English
  • Prior People leadership experience 
  • Good knowledge of Microsoft Office and related systems 
  • Excellent communication and interpersonal skills
  • Experience in customer support and contact center is appreciated
  • Experience with Salesforce and call center tools like Genesys is a plus
  • Airline and or Travel Agency experience is a plus

Benefits

 

  • Annual Performance bonus plans
  • Development opportunities in country or globally
  • We offer a competitive private health insurance for employees and eligible children 
  • Extra Paid Time Off (5 extra days each year) 
  • 3 month paid parental leave (12 weeks for fathers/ 18 weeks for mothers) plus up to 1 year maternity shifts 
  • Daily meal allowance
  • Life Insurance 
  • Corporate Social Responsibility opportunities
  • Recognition and acknowledgement programs
  • Fun employee engagement and development events

 

We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as your application progresses. Please note that only candidates who meet the minimum criteria for the role will proceed in the selection process.

This job posting comprises the law No 19691 and its decree No 73/019, which includes the people registered in the National Register of disabled people who have the skills and aptitude for the position described in the present posting.

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