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.

Team Description

Contact Center Operations (CCO/ACD) is an internal team with presence in 2 different centers around the world that, under direct supervision, effectively creates and manages staff schedules based on contact volume requirements to accomplish agreed Service Levels on a day-to-day and hour-to-hour basis for Sabre Helpdesks. Distributes the necessary daily and monthly activities based on staff availability and volume of contact traffic. Monitors live activities and time and attendance occurrences. Plans Vacation and leaves. Creates reports that will be used within the contact center when necessary. Coordinates with other departments when outages occur and assists in routing efficiency.

Role and Responsibilities 

• Monitors and resolves the issues that are reported by leaders and employees.
• Ensures that approved methods, processes, and tools are consistently used.
• Will deliver the highest level of customer service and satisfaction while continuously demonstrating excellent teamwork, interpersonal skills, and commitment
• Consistently meets established KPI targets indicated by leader or the company.

• Assumes responsibility for their own training and increasing their knowledge base as it relates to this position, making a personal commitment to use all resources available to achieve this goal.
• Commits use all resources available to increase the teams’ knowledge base.
• Makes a conscious effort to constantly contribute value-added services and ideas.
• Team works 24x7 and will require shift coverage.
• On-call duties may be required (Calls out of schedule might be required - for team meetings)

Qualifications and Education Requirements 

• Communicates effectively in written and spoken English
• Proficient computer software skills.
• Good written and verbal communication skills.
• Demonstrates effective teamwork skills
• Shows basic proficiency using workload tracking tools.
• Shows proficiency in MS Excel handling.
• Demonstrates strong sense of urgency.
• Ability to act rapidly to issues that may occur.

Nice to Have Skills:

• Understanding of the call/contact center's staffing availability and call volumes
• Knowledge on any workforce planning tools considered a plus. Genesys Cloud WFM in particular.
• Knowledge of live monitoring and call routing tools is a plus. Avaya CMS, Genesys CC pulse or Genesys Cloud in particular.
• Basic Programming skills are a plus.

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

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 Facebook and LinkedIn.

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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