Kapsch TrafficCom Operations Manager in Louisville, Kentucky
We are now hiring
Thursday, May 17, 2018
Kapsch TrafficCom is a global leader in the ITS (Intelligent Transportation Systems) industry, focused on connected vehicles, highway traffic management, electronic tolling, and smart city solutions.
Learn what keeps Kapsch “always one step ahead” in people and technology by visiting our websitehttps://www.kapsch.net/us/ktc
PURPOSE OF POSITION
The Operations Manager manages the daily operations of the facility. Serves as primary contact for our client and provides frequent and comprehensive information about the performance of the CSC. Operations Manager ensures performance metrics are continuously met and that staffing is appropriate for all customer service activities including payment processing, correspondence, fulfillment walk up counters and call center call arrival patterns. Ensure Kapsch-tastic customer care is provided at all times.
PRINCIPLE DUTIES AND RESPONSIBILITIES
•Excellent inter personal and conflict management skills for the purpose of resolving escalated employee and customer complaint issues.
•Excellent communication skills to effectively deal with various levels of management, staff and/or outside contacts.
•Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
•Demonstrated ability to clearly and concisely express ideas and concepts verbally and in writing and adopts writing style and language to fit the situation/audience.
•Solid problem-solving skills for the purpose of solving issues related to team performance.
•Demonstrated leadership skills to effectively develop and lead a high performing team in the meeting function/department/company short-term goals and objectives.
•Demonstrated change management aptitude and ability. Takes a proactive role in bringing about change, applying new ways to develop the business through improved management of people and processes.
•Ability to think strategically and identify critical success factors when developing strategy and plans for assigned area of responsibility.
•Ability to proactively develop and maintain solid business partnerships to ensure success in balancing the department and customer needs with the legal and financial expectations of the organization and ensure needed business outcomes.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
Bachelor's degree or equivalent work experience required.
10+ years of people management experience in a call service center environment.
5+ years’ experience managing leaders.
Tolling Industry experience highly desired
Strong working knowledge of Microsoft Office Suite, call center industry applications and methodologies, and Human Resource policies and procedures.
Demonstrated organizational, detail orientation, prioritization skills and time management.
Ability to work effectively in a team oriented, high demand and fast paced environment.
Ability to maintain high level of confidentiality.
The Kapsch portfolio of Advanced Traffic Management (ATM) services includes over 40 systems that integrate ATMS, SCADA (Supervisory Control and Data Acquisition), and automation for collecting real-time traffic and facilities-related data from highways, managed lanes, bridges, and tunnels. This information is delivered to a traffic management center where it is processed for actionable use by road operators, government authorities, and road users.Our tolling solutions span all-electronic toll collection in free-flow traffic, automated payment at conventional toll plazas, and city tolling. Our solutions comprise radio communication via micro waves, vehicle tracking via GNSS (Global Navigation Satellite Systems), ALPR (Automatic License Plate Recognition) video tolling, and vehicle classification via video and laser sensors LVDC (Laser Vehicle Detection and Classification). Our systems can manage operations for areas ranging from individual roads to entire regions, and can be modified for distance-based or time-based charging.
Our combined intelligent mobility solutions are used to aid traffic management personnel in making critical decisions during emergency response situations, as well as for providing real-time traffic information to road users from the highway to the city.
Kapsch TrafficCom is a leading global provider of intelligent transportation systems (ITS) and offers solutions across our customers’ entire value chain – from single products and components, to fully integrated turnkey systems and solutions in the applications of electronic toll collection, commercial vehicle operations, and highway traffic management. The Company is headquartered in Vienna, Austria with North American headquarters in McLean, Virginia and offices throughout the United States (Virginia, Georgia, New York, New Jersey, Texas, California), Canada (Mississauga) and Mexico (Mexico City).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.
Kapsch TrafficCom is a drug-free workplace.
Louisville, KY, USA