Oversees Customer Care’s global support operation, ensuring the delivery of outstanding customer service and support on Sabre Hospitality 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.
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
Plan employee development based on skills, performance and market challenges
Identify and develop individual and group strengths and weaknesses
Monitor for group and individual performance, coaching and counseling
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 new staff
Motivate employees and recognize team and individual achievements
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.
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
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