What are the responsibilities and job description for the Operations Supervisor position at Kapsch TrafficCom USA Inc.?
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:
The Operations Supervisor is responsible for overseeing the daily operations of the program, ensuring consistent achievement of performance goals, and delivering a high level of customer service. This role supervises a team performing critical operational tasks including account registrations, account maintenance, records management, customer service, and complaint resolution. The ideal candidate will possess strong leadership, organizational, and communication skills, as well as prior experience in a supervisory role within a customer service or inbound call center environment.
Key Responsibilities:
- Utilizes performance management information to supervise, coordinate and assist with scheduled activities of customer service representatives in assisting the manager with the achievement of the designated key performance indicators.
Responsible for effective human resource administration including training, evaluations, coaching, mentoring, and corrective actions.
Reviews, approves and maintains timesheets, payroll, leave requests and attendance for employees.
Monitors and documents incoming telephone calls and back office activities and provides continuous feedback to staff.
Assures that daily performance measures are available and effectively utilizes this information to manage the work force for continuous improvement.
Provides input and/or assistance in formulating new policies and procedures; recommends changes to existing policies and procedures as required to improve operations in efficient achievement of performance indicators or to support changing business requirements.
Identifies problems with the office equipment, systems and general toll issues and communicates or transfers these issues to the proper area for resolution.
Coordinates with other departments as necessary to resolve issues.
Regularly communicates with other departments to foster an effective team environment and assure that these areas are aware of issues that may impact their area.
Profile:
High school diploma or equivalent.
at least 3 years experience in a supervisor, management, or leadership role within customer service.
Minimum 12 months of prior call center or customer service experience.
Proficiency with Microsoft Office applications.
Excellent written, verbal, and interpersonal communication skills.
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
ADA Compliance
Physical Requirements:
Ability to effectively communicate orally and in writing with team members, management, and stakeholders.
Regular use of telephone, email, and computer systems is required.
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.