WSP

1 month ago

Back Office Operations Manager – Tolling Operations

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Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Lead and optimize back-office tolling operations in a high-volume contact environment. Responsible for end-to-end operation across inbound/outbound channels, walk-in centers, and cross-functional collaboration with IT, finance and clients. Drive KPI/SLA performance, workforce planning, coaching and development of supervisors and staff, while ensuring regulatory compliance, SOP adherence, and continuous improvement through data-driven dashboards.

Location: Concord

Workplace: Onsite

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Lead end-to-end contact center operations across inbound and outbound channels and oversee all operations of Customer Walk-in Centers
•Establish operating rhythms including daily huddles and performance reviews while ensuring SOP and customer service standards
•Own and drive performance against KPIs and SLAs, monitor service levels, and implement corrective actions
•Lead supervisors, team leads, and frontline staff; implement coaching and performance management frameworks
•Partner with IT and product teams on system enhancements and cross-functional collaboration to ensure operational readiness and continuous improvement

Key Requirements

•Bachelor’s degree or equivalent experience
•7+ years of contact center experience with 3+ years in leadership roles
•Proven experience managing KPIs and SLAs in high-volume environments
•Experience in regulated or public sector environments preferred
•Strong knowledge of contact center operations and customer service models

Experience:7+ yearsTollingContact centerOperationsLeadership

Education:Bachelor's

Skills:LeadershipCommunicationStakeholder managementCoachingProblem-solving

Languages:English

Tech Stack:Reporting platformsDashboards

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

WSP

Global professional services firm providing engineering, consulting, and technical services across infrastructure, environment, buildings, transportation, and energy sectors for public- and private-sector clients worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Montreal, Canada

Founded: 1959

Website LinkedIn

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WSP