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

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.

Call Center Software Support Manager

Key skills