Manager Technical Support

hace 3 días


Montevideo, Uruguay Sabre A tiempo completo

**Job Title**:Manager Technical Support**:
**Location**:
ZonAmerica, Montevideo, UY

Remote Options (if applicable):
**Req ID**: 57644

**Job Family**: Management

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

The Radixx Care Manager leads a team of technical support analysts across one or multiple locations, who provide support to airline customers.

**Operational Management**:

- Manages the day-to-day operation of the Radixx Care team, oversees case management distribution, prioritization and incident management.
- Responsible for the direct coaching, development and mentoring of analysts, leads, helping them expand their skills and promote their career growth.
- Identifies areas of improvement and drives implementation across the organization.
- Supervises the team and product’s performance against pre-defined KPIs, identifying trends and pattern behaviors, ensuring appropriate actions are taken to mitigate future issues and correcting existing ones.
- Responsible for setting and achieving departmental goals and objectives (KPIs) as well as formulating department/business unit policies and practices in alignment and compliance of Sabre’s standard practices and Core Values.
- Looks at the operation strategically, and tries to pro-actively predict future behaviors in the operation, ensuring the right mechanisms are implemented that ensure an efficient utilization of our resources as well as allow us to better adapt to changes in customer’s demand.
- Looks for areas of improvement, helping define and implement the right processes and procedures that provide the required formal framework for those.
- Responsible for the definition of the department’s KPIs, and works to have a more pro-active approach.
- Helps coordinate work processes with various work groups.
- Leads calls with customers or vendors.
- Holds calls with Solutions and Management to ensure better customer adoption and raise visibility on customer and product issues.
- Effective in a variety of formal presentation settings: one-on-one, medium-large size groups, with peers, direct reports, bosses and senior leaders.
- Represent Airline Solutions for local leadership forums.
- Responsible for determining staff requirements.

**Core Responsibilities**:

- Employee Management & Development.
- Promotes team member’s development based on current knowledge and experience and ensures each team member receives the adequate level of coaching and mentoring.
- Identifies and develops individual and group strengths and weaknesses.
- Makes the best use of the available resources by empowering through delegation.
- Monitors product and general team’s monthly performance.
- Identifies and supports the execution of training need initiatives.

**Service Design, Execution and Strategic Engagement**:

- Support Service design to facilitate continuous improvement to ensure operational standardization and alignment, as well as service monetization.
- Streamline efforts that enable knowledge transfer and development, documentation and resources and reporting and forecasting.
- Strategically engage with Product, Delivery, and Account management teams to execute established strategies.

**Job Requirements**:

- Excellent level of spoken and written English
- Analytical mindset and open to work under pressure with deadlines
- Sense of urgency
- People management experience
- Good knowledge of Microsoft office and related systems and other advanced tools
- Excellent communication and interpersonal skills
- Proven leadership experience
- Skilled at priority setting
- Strong organizational, strategic planning and time management skills
- Skilled at employee coaching, motivation, and development
- Knowledge of human resource management principles and procedures
- Business acumen
- Customer focus
- Global Workforce Management
- Independent, self-motivated
- Assertive and persuasive
- Analytical and detail-oriented
- Strong problem-solving abilities
- Technical support experience

**Only resumes in English will be taken into consideration.**

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.

**Join our life community at Sabre by following us on Twitter, Facebook and LinkedIn.**

LI-JR1

LI-Hybrid

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