Back Office Operations Manager – Tolling Operations

WSP • Merrimack, NH

1d • Onsite

About The Position

WSP is seeking a Back Office Operations Manager to lead day-to-day operations for a high-volume customer service organization supporting complex, transaction-based services. The Contact Center Manager is accountable for delivering exceptional customer experience while consistently meeting and exceeding KPIs and SLAs related to responsiveness, quality, compliance, and productivity. This role partners closely with technology, operations, finance, and client stakeholders to ensure operational readiness, performance stability, and continuous improvement across all customer contact channels.

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
• Strong knowledge of contact center operations and customer service models
• Experience interpreting and improving performance metrics
• Workforce management and scheduling knowledge
• Leadership, communication, and stakeholder management skills
• Familiarity with contact center tools and reporting platforms

Nice To Haves

• Experience in regulated or public sector environments preferred
• Strong understanding of E-ZPass and interoperability preferred

Responsibilities

• Lead end-to-end contact center operations across inbound and outbound channels
• Oversee all operations of Customer Walk in Centers
• Establish operational rhythms including daily huddles and performance reviews
• Ensure compliance with SOPs and customer service standards
• Drive readiness for new initiatives and operational changes
• Own and drive performance against KPIs and SLAs
• Monitor service levels such as ASA, AHT, FCR, CSAT and adherence
• Implement corrective actions to address performance gaps
• Develop and present performance dashboards to stakeholders
• Support forecasting, scheduling, and staffing models
• Manage intraday staffing and adherence
• Ensure coverage during peak volumes and service fluctuations
• Lead supervisors, team leads, and frontline staff
• Implement coaching and performance management frameworks
• Support training, onboarding, and knowledge management
• Ensure compliance with regulatory and operational requirements
• Maintain SOPs and audit documentation
• Support audits and compliance initiatives
• Partner with IT and product teams on system enhancements
• Support system testing, releases, and operational readiness
• Collaborate across operations and back-office teams
• Assist with managing vendor relationships and performance
• Drive accountability and corrective action plans

Benefits

• medical
• dental
• vision
• disability
• life
• retirement savings

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level