Call Center and Infrastructure Software Support Manager

Call Center and Infrastructure Software Support Manager

THIS POSITION IS OPEN TO US CITIZENS ONLY

Wind River is a global leader in delivering software for mission-critical intelligent systems. For more than four decades, the company has been an innovator and pioneer, powering billions of systems that require the highest levels of security, safety, and reliability.

Wind River helps customers across automotive, aerospace, defense, industrial, medical, and telecommunications industries solve complex technology challenges on their journey toward the new intelligent machine economy. The company's software powers generation after generation of the safest, most secure systems in the world. Examples include playing a key role in NASA space missions such as Artemis I, the James Webb Space Telescope, and multiple Mars rovers.

We've achieved recent 5G milestones including the world's first successful 5G data session with Verizon and building one of the largest Open RAN networks in the world with Vodafone.

The company has received industry recognition for its technology innovation and leadership, and for its workplace culture, including global Great Place to Work certification and being named a  Top Workplace  for ten consecutive years. If you want to be part of a unique culture where the lived experience is based on our cultural attributes of growth mindset, customer-focus, and diversity, equity, inclusion & belonging, come join us and help advance the future software defined world.

As a Call Center and Infrastructure Software Support Manager on our team, you'll oversee our support operations, manage the call center team, handle licensing matters, and ensure the seamless functioning and improvement of our internal support websites and infrastructure that is used. Your proficiency in Salesforce administration, search engines, and insights into chatbot integration will play a pivotal role in providing exceptional support to our clients.

The ideal candidate should possess a track record of optimizing customer interactions, strong leadership acumen, modernizing the support infrastructure and a proactive approach to problem-solving. In your daily job you will:

• Recruit, select, hire, and train new call center, licensing, and operations personnel, ensuring their readinessaddressingcustomer inquiries and concerns.
• Effectively and efficiently run the call center and licensing team meeting all the performance goals.
• Propose and implement plans to improve andoptimizethe support platforms and tools used byWindRiver 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.
• Assistthe 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 andobjectivestodetermineoperational strategies.
• Continuouslymonitorsystem performance,identifying and resolving operational problems as needed.
• Present monthly and annual action plans andobjectivesto 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 andfurnishthe evidence for the audits.
• Engage with key teams and stakeholders to ensurebusiness goals are met.

Key skills and competencies for succeeding in this role are:

• Proven experience in managing callcenterand software licensing operations.
• About 5year's experience is desired.
• Desirable, familiarity with Salesforce CRM,Agentforce and Coveo foroptimizingcustomer 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 tofacilitateinternal support website maintenance.
• Strong leadership skills and the ability to recruit, train,…