Customer Service Center (CSC) Operations Manager - Tolling Operations

WSP
United States
Workplace: OnsiteFull timeFunction: Business OperationsExperience: 5+ yearsEducation: bachelorsSkills: ["Communication","Leadership","Problem-solving","Analytical","Coaching"]

Lead and optimize a high-volume tolling call center, overseeing staffing, performance, processes, and technology to meet SLAs and customer experience targets. Manage KPIs (ASA, AHT, service level, CSAT), coach supervisors, collaborate with Workforce Management and HR, and drive continuous improvement in a government-regulated tolling environment from the Winston-Salem office.

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FursaFursa
WSP
WSP
3 months ago

Customer Service Center (CSC) Operations Manager - Tolling Operations

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Last checked: 2 hours agoStatus: Live

Job Summary

Lead and optimize a high-volume tolling call center, overseeing staffing, performance, processes, and technology to meet SLAs and customer experience targets. Manage KPIs (ASA, AHT, service level, CSAT), coach supervisors, collaborate with Workforce Management and HR, and drive continuous improvement in a government-regulated tolling environment from the Winston-Salem office.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

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.

Key Requirements

  • •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.
Experience:5+ yearsTollingTransportationGovernment-regulated
Education:Bachelor's
Skills:CommunicationLeadershipProblem-solvingAnalyticalCoaching
Languages:English
Tech Stack:ACDCRMQA toolsWFMCall center platforms

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
WebsiteLinkedIn