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Sabre

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4.0

based on 263 Reviews

27 Sabre Jobs

Contact Center Operations Analyst I

sabre

4.0

based on 263 Reviews

1-4 years

Bangalore / Bengaluru

1 vacancy

Contact Center Operations Analyst I

Sabre

posted 13hr ago

Job Role Insights

Flexible timing

Key skills for the job

Data Analytics Customer Service SAP Business Intelligence Sabre US Staffing CCTV Monitoring

+ 3 more

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 centers 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.