Call Center Software Support Manager
Aptiv
full-time
Posted on:
Location Type: Office
Location: Kanata • United States
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About the role
- Oversee support operations and manage the call center team
- Handle licensing matters
- Ensure the seamless functioning and improvement of internal support websites and infrastructure
- Recruit, select, hire, and train new call center, licensing, and operations personnel
- Effectively run the call center and licensing team meeting performance goals
- Propose and implement plans to improve and optimize support platforms and tools
- Collect and analyze call agents' data using CRM to prepare performance reports
- Evaluate individual performance reviews and team effectiveness
- Assist the team in resolving challenging customer service issues
- Monitor team performance and provide necessary tools for enhancement
- Continuously monitor system performance and resolve operational problems
- Present monthly and annual action plans to relevant stakeholders
- Ensure compliance with required laws and regulations
- Engage with key teams and stakeholders to meet business goals
Requirements
- Proven experience in managing call center and software licensing operations
- About 5 year's experience is desired
- Desirable, familiarity with Salesforce CRM, Agentforce and Coveo for optimizing customer interactions
- Understanding of chatbot technologies and their integration into customer service processes
- Ability to work effectively with a diverse group of individuals with varying levels of technological knowledge
- Basic knowledge of web development to facilitate internal support website maintenance
- Strong leadership skills and the ability to recruit, train, and manage a high-performing team
- Exceptional analytical and problem-solving skills for data analysis and performance evaluation
- A proactive attitude towards addressing challenges and improving processes.
Benefits
- Private health care effective day 1 of employment
- Life and accident insurance
- Paid Time Off (Holidays, Vacation, Designated time off, Parental leave)
- Relocation assistance may be available
- Learning and development opportunities
- Discount programs with various manufacturers and retailers
- Recognition for innovation and excellence
- Opportunities to give back to the community
- Tuition Reimbursement
- Adoption Assistance
- Fertility Coverage
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
call center managementsoftware licensing operationsdata analysisweb developmentchatbot technologiesCRMperformance evaluationcustomer service optimizationteam performance monitoringoperational problem resolution
Soft Skills
leadershiprecruitmenttrainingproblem-solvinganalytical skillsproactive attitudeinterpersonal skillsteam effectiveness evaluationcommunicationcollaboration