Call Center Operations & Finance Leader

WSP Global Inc.; Greenville (SC); In loco; USD 110.000 - 160.000; Tempo pieno

Descrizione del lavoro

WSP USA is seeking a Customer Service Center (CSC) Operations/Finance Manager to lead a high-volume tolling call center. This role oversees people, processes, and technology to meet SLAs and customer experience targets.

The ideal candidate has at least five years of call center leadership, strong data-driven decision making, and experience in tolling or government-regulated settings. On-site presence is required at select NC/SC locations with potential for multi-site coordination.

Competenze

• Minimum 5 years managing a 100+ agent call center.
• Proven experience owning operational KPIs and driving measurable performance improvement.
• Strong knowledge of workforce management principles and call center metrics.
• Demonstrated people leadership experience, including managing managers and supervisors.
• Excellent communication, analytical, and problem-solving skills.

Mansioni

• Provide end-to-end operational leadership for staffing, scheduling, performance management, and service delivery.
• Own and manage operational KPIs such as ASA, AHT, service level, abandonment rate, QA scores, CSAT, occupancy, and adherence.
• Partner closely with Workforce Management to align forecasting, scheduling, and hiring with volume demand.
• Lead, coach, and develop supervisors, team leads, QA, and support functions to ensure consistent performance and accountability.
• Ensure compliance with contractual requirements, labor laws, HR policies, and regulatory guidelines.
• Drive continuous improvement initiatives focused on efficiency, quality, risk mitigation, and customer experience.
• Collaborate with Recruiting and HR to support hiring strategy, onboarding, and early-tenure retention.
• Act as the primary escalation point for operational, employee, and client-related issues.
• Prepare and deliver operational reports, performance reviews, and executive-level summaries.
• Manage vendor relationships, technology platforms, and operational tools supporting the call center.

Conoscenze

Call center operations

Leadership

KPI management

Data-driven decisions

Staffing & scheduling

Formazione

Bachelor’s degree

Strumenti

ACD systems

CRM

WFM systems

QA tools

Descrizione del lavoro

WSP USA is seeking a Customer Service Center (CSC) Operations/Finance Manager to lead a high-volume tolling call center. This role oversees people, processes, and technology to meet SLAs and customer experience targets.

The ideal candidate has at least five years of call center leadership, strong data-driven decision making, and experience in tolling or government-regulated settings. On-site presence is required at select NC/SC locations with potential for multi-site coordination.