Tolling Call Center Manager

TransCore; Union (NJ); On-site; USD 80,000 - 99,000; Full time

Job summary

A leading transportation solutions provider is seeking a full‑time Call Center Manager in Union, New Jersey. The role involves overseeing daily operations, managing a team, monitoring performance indicators, and ensuring compliance with service standards. The ideal candidate will have five years of experience in call center management and excellent communication skills. This position offers a salary range of $80,000 – $99,000 per year based on skills and experience.

Qualifications

• Five years of call center management experience.
• Three years in the toll industry customer service.
• Experience in multi-channel customer contact center environments.

Responsibilities

• Oversee daily operations of the call center for efficient service delivery.
• Supervise and develop call center staff to meet performance goals.
• Monitor KPIs such as call volume and customer satisfaction.

Skills

Call center management experience

Interpersonal and communication skills

Time management

Job description

Call Center Manager – TransCore

TransCore (TRN), a subsidiary of ST Engineering, is seeking a full‑time Call Center Manager to join our team in Union, New Jersey.

Summary

The Call Center Manager is responsible for overseeing the daily operations of the call center, ensuring efficient service delivery, high customer satisfaction, and optimal team performance. This role involves managing a team of customer service representatives, monitoring key performance indicators (KPIs), implementing process improvements, and ensuring compliance with company policies and service standards.

Salary Range

$80,000 – $99,000 per year, based upon skills and experience.

Essential Duties and Responsibilities

• Oversee daily operations of the call center to ensure efficient service delivery.
• Supervise, coach, and develop call center staff to meet performance goals.
• Monitor key performance indicators (KPIs) such as call volume, response time, and customer satisfaction.
• Implement and maintain quality assurance standards through call monitoring and feedback.
• Manage staff schedules and ensure adequate coverage across shifts.
• Handle escalated customer issues and ensure timely resolution.
• Identify and implement process improvements to enhance productivity and service quality.
• Prepare and present performance reports and operational metrics to leadership.
• Ensure effective use of call center technologies and coordinate with IT for system support.
• Enforce company policies, regulatory requirements, and industry standards.
• Perform other duties as directed by TransCore management.

Requirements and Qualifications

• Five (5) years of call center management experience.
• Three (3) years of experience in the toll industry customer service.
• Demonstrated experience working within multi‑channel customer contact center environments, utilizing various systems to manage and resolve customer inquiries efficiently across phone, email, chat, and social media platforms.
• Excellent interpersonal and communication skills, including the ability to communicate information and ideas to an individual or in a large group setting.
• Ability to manage multiple priorities, manage time effectively, and easily adapt to change.

Physical Demands/Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee may be seated for extended periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The noise level in the work environment is usually moderate.

• TransCore complies with federal and state disability laws and provides reasonable accommodation for employees with disabilities.