Supervisor - Product Support (Ze181910)

Job Family:
Product Support

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
- Supervise a team of employees providing support for Sabre suite of products in a 24/7 contact center environment.
- Plans, directs, supervises, and evaluates work flows and coordinates work activities to achieve the volume expected to meet operational requirements.
- Build a culture which includes performance reviews, coaching, counseling, and/or disciplining employees (when applicable).
- Reports, escalates, and follows up on new or recurring product problems with the appropriate department to ensure timely resolution.
- Participates in the development and execution of departmental strategies, policies, and procedures.
- Reports, escalates, and follows up on new or recurring product problems to the appropriate department to ensure resolution.
- Ensures employee and team KPIs are met, planning/coordinating staff activities and participates in the development and execution of departmental strategies and goals, policies and procedures.
- Engages with Customers, Sales teams, 2nd Level teams, HR, and stake holders to ensure products, services and processes are in place to meet customer satisfaction, employee development, in compliance with company policies.
- Provides guidance and direction to subordinates, monitors performance, and provides appropriate feedback to employees.
- Ensures employees are properly trained when old products are upgraded (or) new products are released.
- Capable of leading calls with customers or other vendors as well as providing presentations to internal and external parties around support structure or escalations.
- Ensure employees remain motivated, engaged, empowered, and are informed.
- May make hiring decisions and recommendations and conduct performance appraisals.
- Willing and able to travel, for customers and project related initiatives.
- Should be a Graduate or Postgraduate.
- Minimum 7 years of Contact Center experience, and 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.
- Prior supervisory/leadership experience preferred.
- Ability to foster and motivate a positive, engaged team environment.
- Ability to lead and direct multiple projects simultaneously; ability to delegate work to subordinate or less experienced team members; proven leadership ability.
- Strong technical knowledge and understanding of products and processes.
- Demonstrate effective time-management skills and ability to prioritize.
- Ability to analyze problems, identify key problems and make decisions during difficult situations.
- Ability to evaluate and coach performance.
- Strong organizational and interpersonal skills.
- Strong presentation skills in diverse scenarios.
- Proactive attitude and creative thinking.
- Advance computer software skills.
- Excellent verbal and written communication skills in English language.
- Excellent customer service skills.

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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