Location: Kraków (hybrid work - 3 days per week in the office)
Job Description
Manage a team of multidisciplinary analyst and specialists across one or multiple locations that provides 24/7 support to Travel Agency customers using Sabre solutions in a high-availability environment. Ensure seamless and consistent level of service through the different reporting channels.
Responsibilities
- Responsible for a team who provides Level 1 holistic support for Sabre Agency Workspace and related applications to Travel Agents (B2B)
- 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 incident, 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.
- Works with Recruitment Team on backfilling and hiring new team members.
- 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 of Travel Industry, Global Distribution System, Sabre GDS preferred but not required
- 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,
- Excellent customer service skills.
Benefits
Paid time off
- Year-End-Break: enjoy additional fully paid days off during the last week of the year
- Paid parental leave: Take up to 12 weeks off with pay after birth or adoption of a child. Sabre Global Paid Parental Leave runs concurrently with local leave policies.
- Paid volunteer time: take up to 4 days annually to give your time to a charitable organization of your choice
Your money
- My Benefit platform/Multisport card: enjoy the benefit cafeteria system and use popular sport card
- Tax deduction: take the opportunity to claim deductible costs, reducing your income tax
- Employee Capital Plans: profit from long-term saving scheme co-financed by Sabre and the State Treasury
- Baby Bonus: benefit from one-time allowance on childbirth or adoption
- Say Thanks program: collect points on recognition program and transfer them to wide variety of gifts and services
Health and wellness
- Luxmed medical coverage: take care of yourself and your family with the extensive medical package with a broad range of additional services
- Foreign travel insurance: feel safe going abroad with free Allianz insurance offered as part of our Lux Med package
- Employee Assistance Program: find help in free, confidential program with a certified counselor
- Life insurance: sign up for free, high coverage life insurance program
Career development
- Professional development: enjoy access to Udemy learning platform as well as join Sabre live learning sessions
- Certification and tuition reimbursement
- Our Communities: join one of our team member groups focused on sharing knowledge and best practices (Google Developers Group, Innovation Lab Community, Women in Technology, SOLVE!T and many more)
And more
- Car and bike parking
- Fun & Relax zone in modern office: enjoy electronic tables to work, foosball, ping pong, pool table, swings, massage chairs and terraces to admire a panoramic view of Kraków. We have parents’ rooms as well
- No dress code
- Innovation Lab: access Augmented Reality & Virtual Reality equipment, Robot construction kit, 3D printers and many more
- Attractive Referral Bonus: earn $2500 USD for every hired referral