CSC Operations Leader — Finance & KPIs

WSP Global Inc.; Charlotte (NC); On-site; USD 110,000 - 140,000; Full time

Job summary

WSP Global Inc. is seeking a CSC Operations/Finance Manager to lead a high-volume tolling call center across Raleigh, Charlotte, Durham, Winston-Salem, NC or Greenville, SC.

The role drives staffing, scheduling, performance and service delivery to meet contracts and SLAs. The ideal candidate has 5+ years managing an entire call center operation in regulated environments, with strong leadership and data-driven decision-making skills.

Qualifications

• Minimum of 5 years of experience managing an entire call center operation (100+ agents preferred).
• 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.

Responsibilities

• Provide end-to-end operational leadership for the call center, including 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 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.

Skills

People leadership

Operational KPIs

Workforce management

Communication skills

Analytical skills

Call center metrics

Problem solving

Education

Bachelor's degree in Business

Tools

ACD

CRM

QA tools

WFM systems

Job description

WSP Global Inc. is seeking a CSC Operations/Finance Manager to lead a high-volume tolling call center across Raleigh, Charlotte, Durham, Winston-Salem, NC or Greenville, SC.

The role drives staffing, scheduling, performance and service delivery to meet contracts and SLAs. The ideal candidate has 5+ years managing an entire call center operation in regulated environments, with strong leadership and data-driven decision-making skills.