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.