Supervisor Technical Customer Support

Sabre is a technology company that powers the global travel industry. By leveraging next-generation technology, we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel. 

Positioned at the center of the travel, we shape the future by offering innovative advancements that pave the way for a more connected and seamless ecosystem as we power mobile apps, online travel sites, airline and hotel reservation networks, travel agent terminals, and scores of other solutions.

Simply put, we connect people with moments that matter.

Sabre is the global leader in innovative technology that leads the travel industry. We are always looking for bright and driven people who have a penchant for technology, are hackers at heart and want to hone their skills. If you are interested in challenging work, being part of a global team, and solving complex problems through technology, business intelligence and analytics, and Agile practices - then Sabre is right for you! It is our people who develop and deliver powerful solutions that meet the current and future needs for our airline, hotel, and travel agency customers. 

Job Description

Manages a team of multidisciplinary analysts and specialists across one or multiple locations that provides 24/7 support to airline and travel agency customers using Sabre. Ensure seamless and consistent level of service through the different reporting channels.

Responsibilities:

· Responsible for team who provides Level2 support for Pricing, Shopping and other related products for airline and agency customers.

· Responsible for the coaching, development and mentoring of teams in the effective execution of their roles and the on-going stability of the operation.

· Responsible for solution performance metrics against pre-defined KPIs.

· Ensures the identification of operational trends and behaviors that can lead to appropriate resolution of current issues and mitigation or prevention of future occurrences.

· Responsible for achieving departmental goals, objectives and KPIs.

· Develops and executes strategic plans for meeting organizational and team objectives.

· Plans and implements procedures and systems to maximize operational effectiveness and efficiency.

· Responsible for analyzing operational demands and determining staff requirements.

· Applies advanced skills and concepts to oversee large, complex projects. Provides effective direction and communication of goals, initiatives, and performance.

· Ability to work in a matrixed environment, supporting other organizations as well as multiple global offices.

· Ability to interface with customers in a variety of settings and situations, ensuring a continued healthy operational and commercial relationship.

· Supervise high impact incidents, handle customer escalations and backlog management.

· Fosters the continued enhancement of team skills to promote career growth and personal development.

· Establishes and fosters a culture of teamwork and cooperation based on Sabre’s Values.

· Seeks out areas of operational and service improvement, determining right resource engagement model and applicable.

· Works with Human Resources to ensure adherence to and formulation of local Sabre policies.

· Performs effective in a variety of formal presentation settings: one-on-one, medium, or large-size groups, with peers, direct reports, direct managers, and senior leaders.

Job Requirements:

· Prior people management/supervisory experience required. Leadership experience in customer support field preferred.

· Knowledge in Global Distribution system including broad understanding in areas of air fares and Agency Debit Memo management preferred.

· Ability to foster and motivate a positive, engaged team environment. Ability to evaluate and coach performance.

· Ability to lead and direct multiple projects simultaneously.

· Effective time-management skills and ability to prioritize.

· Analytical mindset and open to work under pressure with demanding deadlines.

· Proactive attitude and creative thinking.

· Advance computer software skills.

· Excellent verbal and written communication skills in English language.

· Excellent customer service skills.

We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as your application progresses.

Please note that only candidates who meet the minimum criteria for the role will proceed in the selection process.