Supervisor Product Support
Krakow, Malopolska Province, PL
27 d. temu

Job Family : Information Technology / Software Development

What happens when you combine technology with travel? Sabre! Did you know that cutting-edge technology is used at Sabre by more than 1 billion people around the globe?

Did you know that Sabre processes approximately 85,000 transactions per second for the largest industry in the world - travel and tourism?

Now that we have your attention, Sabre is an innovative technology company that leads the travel industry by helping our customers (and employees) succeed.

We are looking for forward-thinking, creative people who take ownership of results and make things happen. If this sounds like you, consider joining our team.

Job Description

Supervises the support of customers encountering problems using the company's products. Supervises representatives that are answering customer inquiries, primarily over the telephone but also in writing.

Establishes and maintains systems that provide answers to common questions and problems. Reports new or recurring problems to design departments.

Ensures representatives are properly trained when old products are upgraded or new products are released. Supervise call specialists receiving calls from customers regarding desktop / device hardware / software problems.

Participates in future technological planning, joint development and / or ad hoc special projects. Provides guidance and direction to subordinates.

Participates in the development and execution of departmental strategies, policies and procedures. Resolves critical, non-

deferrable operational / functional issues and interfaces with appropriate levels of senior management.

Responsibilities : Scheduling and Training

Scheduling and Training

  • Plan and organize work shifts to effectively meet contact volume including sick-day and vacation coverage through work flow management and staffing for unplanned occurrences.
  • Control time and attendance.

  • Organize and schedule recurrent and additional training based on needs and call drivers
  • Employee Management and Development

  • Plan employee development based on current knowledge and experience
  • Identify and develop individual and group strengths and weaknesses
  • Monitor for group and individual performance, coaching and counseling
  • Perform call / email monitoring and quality control
  • 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 people
  • Motivate employees and recognize team and individual achievements
  • Effective in a variety of formal presentation settings : one-on-one, small / large groups, with peers, direct reports, bosses and senior leaders.
  • Represent Airline Solutions for local leadership forums

  • Ensuring that Customer Care related KPIs are met and responsible for adherence to budget and forecasts
  • 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
  • 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 Twitter, Facebook and LinkedIn

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