Call Center and Infrastructure Software Support Manager

Aptiv • Troy, CA

15h • Hybrid

About The Position

Wind River is a global leader in delivering software for mission-critical intelligent systems, with over four decades of innovation in security, safety, and reliability. The company powers billions of systems across automotive, aerospace, defense, industrial, medical, and telecommunications, playing key roles in NASA missions and 5G milestones. Recognized for technology leadership and workplace culture, including global Great Place to Work certification for ten consecutive years, Wind River fosters a culture of growth mindset, customer-focus, and diversity, equity, inclusion & belonging. As a Call Center and Infrastructure Software Support Manager, you will oversee support operations, manage the call center team, handle licensing matters, and ensure the seamless functioning and improvement of internal support websites and infrastructure. This role requires proficiency in Salesforce administration, search engines, and insights into chatbot integration to provide exceptional client support. The ideal candidate will have a track record of optimizing customer interactions, strong leadership acumen, a focus on modernizing the support infrastructure, and a proactive approach to problem-solving.

Requirements

• Proven experience in managing call center and software licensing operations.
• About 5 year’s experience is desired.
• 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.

Nice To Haves

• Familiarity with Salesforce CRM, Agentforce and Coveo for optimizing customer interactions.

Responsibilities

• Recruit, select, hire, and train new call center, licensing, and operations personnel, ensuring their readiness addressing customer inquiries and concerns.
• Effectively and efficiently run the call center and licensing team meeting all the performance goals.
• Propose and implement plans to improve and optimize the support platforms and tools used by Wind River support team.
• Collect and analyze call agents' data using the CRM provided by the company to prepare performance reports.
• Evaluate individual performance reviews and overall team effectiveness, providing insights to upper management.
• Assist the team in resolving challenging customer service issues, including review of SLA violations, escalations, and related tasks.
• Monitor team performance and provide necessary tools for enhancement.
• Evaluate team results and objectives to determine operational strategies.
• Continuously monitor system performance, identifying and resolving operational problems as needed.
• Present monthly and annual action plans and objectives to relevant stakeholders.
• Ensure that tools and policies used by Customer Support Organization (CSO) are in compliance with required laws and regulations.
• Involve in company-wide or Customer Support Organization (CSO) audits and furnish the evidence for the audits.
• Engage with key teams and stakeholders to ensure business goals are met.

Benefits

• Flexible home office! We offer the flexibility of a hybrid work schedule or 100% remote
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees