Call Center Operations Manager

3 days ago

Louisville, Kentucky, United States Kapsch TrafficCom USA Full time

Kapsch is one of Austria's most successful global technology companies. With its comprehensive ITS (Intelligent Transportation Systems) portfolio, Kapsch is actively addressing the challenges of the present and the future with intelligent mobility solutions in a wide range of application areas. As a family-owned company founded in 1892 and headquartered in Vienna, Kapsch can look back on 130 years of experience with the future.

Position Summary:

We're looking for a strong, people-focused leader with exceptional communication and conflict resolution skills to manage a dynamic team and drive operational excellence in our expanding inbound, call center. This role requires someone who can foster a positive team culture, adapt quickly to changing priorities, and lead with clarity, empathy, and accountability.

Key Responsibilities:

  • Lead a team of 5–10 professionals and supervisors, providing strategic direction, performance management, coaching, and development.
  • Manage and resolve complex employee and customer escalations with professionalism, empathy, and a solutions-oriented mindset.
  • Promote a collaborative and respectful team environment, leveraging strong interpersonal skills to build trust and drive results.
  • Clearly and concisely articulate ideas, both verbally and in writing, tailoring communication style to suit the audience and context.
  • Oversee key team decisions including resource allocation, performance evaluations, compensation reviews, and hiring/firing actions.
  • Adapt departmental goals and strategies to meet changing business needs and operational challenges.
  • Make decisions aligned with company policies and business objectives, in collaboration with senior leadership when needed.

Required Qualifications:

  • Bachelor's Degree and at least 1 year of management experience in a call center environmentOR5 years of call center management experience in lieu of a degree with deep understanding of customer support principles, technologies, and operations
  • Proven ability to support performance, training, and career development initiatives across departments
  • Demonstrated experience in presenting to and working with clients and senior management
  • Strong track record in developing departmental strategies and adapting them to meet operational goals
  • Strong interpersonal and conflict resolution skills with a collaborative leadership style and hands-on experience with customer support systems, escalation handling, and service delivery best practices
  • Proficient in managing, analyzing, and reporting key call center metrics and service level results

What's in it for you?

  • Solving complex problems that improve daily the lives of people around the world
  • Opportunity to work in an international tech company with cutting edge technologies in a high-growth industry
  • Career growth, stability and casual work environment
  • Competitive salary with full benefits package including paid time off, 401(k) and a no-cost medical insurance option for employee and eligible dependents

At this time we are unable to provide sponsorship for this role and all applicants must have working rights in the US and pass a background check

Kapsch TrafficCom is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status or sexual orientation, gender identity or expression, disability, nationality or sex.

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