Contact Center Operations Analyst I

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 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

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.

Education & Experience
EXPERIENCE- Minimum 1 year related experience. Understanding of the call/contact center's staffing availability and call volumes. Proficient computer software skills. Good written and verbal communication skills.
Job Requirements
 

• Communicates effectively in written and spoken English with co-workers around the world.
• 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.
• Demonstrates effective teamwork skills.
• Consistently meets established KPI targets indicated by leader or the company.
• Shows basic proficiency using workload tracking tools.
• Shows proficiency in MS Excel handling.
• Monitors and resolves the issues that are reported by leaders and employees. Has the ability to act rapidly.
• Demonstrates strong sense of urgency.
• 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
• Calls out of schedule might be required - for team meetings
• Team works 24x7 and will require shift coverage.
• On-call duties may be required.
• 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 CCpulse or Genesys Cloud in particular.
• Basic Programming skills are a plus.

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.