Customer Service Center (CSC) Operations/Finance Manager - Tolling Operations

WSP in the U.S.; Charlotte (NC); Sur place; USD 110 000 - 140 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

People leadership

Operational KPIs

Workforce management

Communication skills

Analytical skills

Call center metrics

Problem solving

Formation

Bachelor's degree in Business

Outils

ACD

CRM

QA tools

WFM systems

Description du poste

Job Description

WSP in the US is initiating a search for a

Job Description

WSP in the US is initiating a search for a Customer Service Center (CSC) Operations/Finance Manager to support our Tolling Operations Team! This position can be based out of Raleigh, Charlottle, Durham, or Winston-Salem, NC or Greenville, SC.

Position Summary

The CSC Operations/Finance Manager is responsible for the overall leadership, performance, and daily operations of a high-volume call center environment. This role oversees people, processes, technology, and performance to ensure contractual obligations, service-level agreements (SLAs), and customer experience standards are consistently met or exceeded. The ideal candidate will bring at least five years of experience managing an entire call center operation and will demonstrate strong operational discipline, people leadership, and data-driven decision-making. Experience within tolling, transportation, or government-regulated environments is strongly preferred.

Key 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 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.

People Leadership

• Build and maintain a strong performance-driven culture grounded in accountability, engagement, and development.
• Conduct regular coaching, feedback, and performance reviews with leadership staff.
• Identify and develop internal talent for succession planning.
• Address attendance, conduct, and performance issues in a timely, fair, and compliant manner.

Operational & Strategic Oversight

• Translate contractual and business requirements into executable operational plans.
• Balance cost, quality, and service delivery while meeting SLA and budget expectations.
• Partner with Finance and Program Leadership to manage budget, staffing models, and forecasting assumptions.
• Support client audits, site visits, and performance reviews, particularly in government-regulated environments.

Required 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.

Preferred Qualifications

• Experience supporting tolling, transportation, or other government-regulated customer service environments.
• Experience working on contractual or SLA-driven programs.
• Familiarity with call center platforms (ACD, CRM, QA tools, WFM systems).
• Experience overseeing multi-channel environments (voice, chat, email).

Education

• Bachelor's degree in Business, Management, or a related field preferred
• Equivalent experience will be considered.

Work Environment

• Fast-paced, performance-driven call center environment.
• May require flexibility in schedule based on operational needs.
• On-site presence required.

About WSP

ABOUT US

WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.

www.wsp.com

WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.

At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?

WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.

The selected candidate must be authorized to work in the United States.

Notice To Third Party Agencies

WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation - no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.