Multi-Site Customer Service Manager

ferrovial; Manassas (VA); On-site; USD 70,000 - 90,000; Full time

Job summary

Ferrovial is seeking a Customer Service Manager to oversee day-to-day planning, measurement, and execution of customer service for the I66 EMP. You will supervise a layered model with supervisors, team leads, and third‑party agents across multiple sites to ensure consistent service quality.

You will analyze operational data, drive improvements, and maintain strong stakeholder relationships to optimize customer experience and compliance while meeting performance targets and budget considerations.

Responsibilities

• Develop and execute a strategic, scalable customer service approach aligned with enterprise-wide operational goals, long-term business objectives, and the customer experience strategy
• Manage and foster a climate for superior customer service; responsible for customer satisfaction, and quality management
• Build and manage cross-functional stakeholder relationships to proactively resolve issues, optimize service delivery, drive operational efficiencies, and champion the customer experience
• Lead and independently manage customer service operations through supervisors who oversee team leads and assigned groups of third-party vendor agents across a layered, multi-site service model
• Provide vendor governance and stakeholder management oversight to ensure contracted agents meet performance, staffing, quality, customer experience, compliance, and service delivery expectations
• Oversee multi-site customer service performance and scalable operating practices to promote consistent procedures, communication, coaching, compliance, and customer handling across all assigned locations
• Monitor inbound call performance as the primary operational KPI, including call volume, service level, answer rate, abandon rate, average speed of answer, handle time, quality, and overall customer experience
• Ensure outbound call efforts are planned, tracked, and executed for customers with outstanding balances, with focus on customer contact, productivity, payment resolution, and compliance with approved procedures
• Provide and ensure effective and long-term problem resolution to items escalated within the department
• Create and measure service standards and key performance metrics for customer interactions
• Request, review, and analyze operational reporting to identify trends, risks, staffing needs, coaching opportunities, budget impacts, and process optimization opportunities
• Hold supervisors accountable for team performance through routine KPI reviews, coaching follow-up, mentoring, action plans, and documented progress toward operational and customer experience goals
• Develop and maintain job succession planning strategies to support leadership continuity, employee development, workforce readiness, and long-term departmental stability
• Manage staffing responsibilities to ensure teams have sufficient agents and employees available to support call volumes, maintain service

Job description

Ferrovial is seeking a Customer Service Manager to oversee day-to-day planning, measurement, and execution of customer service for the I66 EMP. You will supervise a layered model with supervisors, team leads, and third‑party agents across multiple sites to ensure consistent service quality.

You will analyze operational data, drive improvements, and maintain strong stakeholder relationships to optimize customer experience and compliance while meeting performance targets and budget considerations.