Call Center Software Support Manager

Aptiv

Overseeing call center and software licensing operations at Wind River. Managing support team, handling licensing matters, and optimizing support infrastructure.

Posted 4/22/2026full-timeSan Diego • California, Missouri • 🇺🇸 United StatesMid-LevelSenior💰 $102,000 - $153,000 per yearWebsite

About the role

Key responsibilities & impact

Oversee support operations and manage the call center team.
Handle licensing matters and ensure seamless functioning of internal support websites.
Recruit, select, hire, and train personnel for the call center and licensing team.
Propose and implement plans to improve support platforms and tools.
Collect and analyze call agents' data using CRM for performance reports.
Assist in resolving challenging customer service issues.
Monitor team performance and provide necessary tools for enhancement.
Present monthly and annual action plans and objectives to stakeholders.

Requirements

What you’ll need

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

Comp & perks

Flexible home office!
Named Top Workplace for the 8th year in a row
100% Employee covered Medical, Dental, and Vision insurance*
Flexible Time Off policy* + 12 observed Holidays
401K with company match
Health Savings Account (HSA) and Flexible Spending Account (FSA)
Wellness Benefits through Unmind

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

call center managementsoftware licensing operationsdata analysisweb developmentchatbot technologiesCRMperformance evaluationcustomer service optimizationtraining and recruitment

Soft Skills

leadershipproblem-solvinganalytical skillsproactive attitudeinterpersonal skillsteam managementcommunication skills