Supervisor Technical Customer Support
hace 4 semanas
Description
Supervises a team of employees providing support for Sabre suite of products in a 24/7 contact center environment, from different locations. Supervises employees who are answering customer inquiries, in a multichannel support setup such as Phone, Callback, Webcase and Email. Plans, directs, supervises, and evaluates work flows and coordinates work activities to achieve the volume expected to meet operational requirements and KPIs. Reports, escalates, and follows up on new or recurring product problems with the appropriate department to ensure timely resolution. Ensures the correct handling of severity service requests and issues, acting as escalation point under emergency situations. Creates strategies and plans based on ability to anticipate trends or future consequences accurately. Participates in the development and execution of departmental strategies, policies, and procedures. Responsible for maintaining processes and systems that provide answers to common questions and problems. Oversees and supervises efforts to improve existing processes and develop new ones to increase work efficiencies and customer satisfaction along with problem resolutions. Capable of leading calls with customers or other vendors as well as providing presentations to internal and external parties around support structure or escalations. Provides guidance and direction to subordinates, monitors performance, and provides timely and corrective feedback to employees. Builds a culture which includes performance reviews, coaching, counseling, and/or disciplining employees (when applicable). Ensures employees are properly trained to follow products lifecycles. Ensures employees remain motivated, engaged, empowered, and are informed. May make hiring decisions and recommendations and conduct hiring processes. Coordinates with peers and Management on key decisions. Willing and able to travel, for customers and project related initiatives.Job Requirements
Minimum 7 years of Contact Center experience with Degree or Postgraduate. Minimum 2 years of experience using Global Distribution System (GDS) including understanding of the procedures related to the travel reservation, ticketing, and fulfillment of travel bookings. Strong background in multi-channel Contact Center operations. Ability to foster and motivate a positive, engaged team environment. Ability to lead and direct multiple initiatives simultaneously Ability to delegate work to subordinate or less experienced team members; proven leadership ability. Ability to question processes and conduct gap analysis for finding efficiencies. Ability to conduct pre- and post-exercises on key processes, such as incidents. Strong technical knowledge and understanding of products and processes. Demonstrate effective time-management skills and ability to prioritize. Ability to analyze problems, create a plan to solve them, execute it and monitor it. Ability to make or communicate decisions during difficult situations. Ability to evaluate and coach performance. Strong organizational and interpersonal skills. Strong presentation skills in diverse scenarios. Strong analytical skills, oriented to run an operation using data as one supporting source and able to “tell the story” coming from the data. Experience in Project Management Proactive attitude and creative thinking. Committed to the highest standards of personal conduct and business integrity Advance computer software skills, specially on Microsoft package. Excellent verbal and written communication skills in English language. Excellent customer service skills. Prior supervisory/leadership experience preferred.Benefits:
Work in modern Zonamerica campus alongside all the amenities it has to offer 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) Daily meal allowance End of Year Break 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 we progress your application. Please note that only candidates who meet the minimum requirements will proceed in the selection process. To learn more about the people and culture at Sabre, follow us on Facebook and LinkedIn.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.#LI-Hybrid#LI-VP1-
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