Supervisor Technical Customer Support

Role Description 

• Supervises a team of employees providing support for Sabre suite of products in a 24/7 contact center environment, from different locations. 

• Supervises employees who are answering customer inquiries, in a multichannel support setup such as Phone, Callback, Webcase and Email. 

• Plans, directs, supervises, and evaluates work flows and coordinates work activities to achieve the volume expected to meet operational requirements and KPIs. 

• Reports, escalates, and follows up on new or recurring product problems with the appropriate department to ensure timely resolution. 

• Ensures the correct handling of severity service requests and issues, acting as escalation point under emergency situations. 

• Creates strategies and plans based on ability to anticipate trends or future consequences accurately. 

• Participates in the development and execution of departmental strategies, policies, and procedures. 

• Responsible for maintaining processes and systems that provide answers to common questions and problems. 

• Oversees and supervises efforts to improve existing processes and develop new ones to increase work efficiencies and customer satisfaction along with problem resolutions. 

• Capable of leading calls with customers or other vendors as well as providing presentations to internal and external parties around support structure or escalations. 

• Provides guidance and direction to subordinates, monitors performance, and provides timely and corrective feedback to employees. 

• Builds a culture which includes performance reviews, coaching, counseling, and/or disciplining employees (when applicable). 

• Ensures employees are properly trained to follow products lifecycles. 

• Ensures employees remain motivated, engaged, empowered, and are informed. 

• May make hiring decisions and recommendations and conduct hiring processes. 

• Coordinates with peers and Management on key decisions. 

• Willing and able to travel, for customers and project related initiatives. 

Job Requirements 

• Minimum 7 years of Contact Center experience with Degree or Postgraduate. 

• 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. 

• Ability to foster and motivate a positive, engaged team environment. 

• Ability to lead and direct multiple initiatives simultaneously 

• Ability to delegate work to subordinate or less experienced team members; proven leadership ability. 

• Ability to question processes and conduct gap analysis for finding efficiencies. 

• Ability to conduct pre- and post-exercises on key processes, such as incidents. 

• Strong technical knowledge and understanding of products and processes. 

• Demonstrate effective time-management skills and ability to prioritize. 

• Ability to analyze problems, create a plan to solve them, execute it and monitor it. 

• Ability to make or communicate decisions during difficult situations. 

• Ability to evaluate and coach performance. 

• Strong organizational and interpersonal skills. 

• Strong presentation skills in diverse scenarios. 

• Strong analytical skills, oriented to run an operation using data as one supporting source and able to “tell the story” coming from the data. 

• Experience in Project Management 

• Proactive attitude and creative thinking. 

• Committed to the highest standards of personal conduct and business integrity 

• Advance computer software skills, specially on Microsoft package. 

• Excellent verbal and written communication skills in English language. 

• Excellent customer service skills. 

• Prior supervisory/leadership experience preferred. 

Benefits:

• Work in modern Zonamerica campus alongside all the amenities it has to offer!
• Annual Performance bonus plans
• Development opportunities in country or globally
• We offer a competitive private health insurance for employees and eligible children
• Extra Paid Time Off (5 extra days each year)
• 3 month paid parental leave (12 weeks for fathers/ 18 weeks for mothers)
• Daily meal allowance
• End of Year Break
• Life Insurance
• Corporate Social Responsibility opportunities
• Recognition and acknowledgement programs
• Fun employee engagement and development events