Contact Center Traffic Analyst II

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.

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.

Benefits:

Work arrangement

• 3 chosen days from the office in a week

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
• 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 VIP 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
• Mindfulness & meditation apps: take care of your mental and physical health with free access to Headspace, Burn Along, Sanvello which will help you manage stress, exercise, sleep and more
• Life insurance: sign up for free, high coverage life insurance program

Career development

• 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

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.

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