Senior Tolling Call Center Operations & Finance Leader

WSP Global Inc.; Raleigh (NC); Sur place; USD 90 000 - 120 000; Plein temps

Résumé du poste

WSP in the US is seeking a Customer Service Center (CSC) Operations/Finance Manager to lead a high‑volume tolling call center. You will oversee staffing, performance, and daily operations across multiple sites in NC and SC.

The role demands at least five years of call center leadership, strong operational discipline, and data‑driven decision making. Experience in tolling, transportation, or government‑regulated environments is preferred.

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 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.

Connaissances

Call center leadership

KPIs & performance management

Workforce management

People leadership

Communication & analytical skills

Formation

Bachelor’s degree in Business/Management

Equivalent experience considered

Description du poste

WSP in the US is seeking a Customer Service Center (CSC) Operations/Finance Manager to lead a high‑volume tolling call center. You will oversee staffing, performance, and daily operations across multiple sites in NC and SC.

The role demands at least five years of call center leadership, strong operational discipline, and data‑driven decision making. Experience in tolling, transportation, or government‑regulated environments is preferred.