Customer Service Center (CSC) Operations Manager - Tolling Operations

WSP in the US is initiating a search for a Customer Service Center (CSC) Operations Manager to support our Tolling Operations Team!

This position is based out of our Winston-Salem, NC office. 

Position Summary

The CSC Operations 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. The ideal candidate will bring at least five years of experience managing an entire call center operation and will demonstrate strong operational discipline, people leadership, and data-driven decision-making. Experience within tolling, transportation, or government-regulated environments is strongly preferred.

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. 

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