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

**Company**: WSP
**Location**: Raleigh, NC
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Consulting

**Apply**: https://emit.fa.ca3.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_2001/job/98852?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_18ac5d79-23f

## Description

WSP in the US is seeking a **Customer Service Center (CSC) Operations/Finance Manager** to support our Tolling Operations Team.

This position can be based out of **Raleigh, Charlotte, Durham, or Winston-Salem, NC or Greenville, SC.**

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.

**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.

## Skills

### Required
- call center operations
- performance management
- leadership
- budgeting
- forecasting
- workforce management
- customer service

### Nice to have
- tolling
- transportation
- government-regulated environments
- call center platforms
- multi-channel environments

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Source: [Apply at emit.fa.ca3.oraclecloud.com](https://emit.fa.ca3.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_2001/job/98852?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)