Customer Service Center (CSC) Operations/Finance Manager - Tolling Operations

WSP•Raleigh, NC

1d•Onsite

About The Position

WSP in the US is seeking a Customer Service Center (CSC) Operations/Finance Manager to support its Tolling Operations Team. The position can be based in Raleigh, Charlotte, Durham, or Winston-Salem, North Carolina, or Greenville, South Carolina. On-site presence is required. The manager leads the overall performance and daily operations of a high-volume call center, overseeing people, processes, technology, and performance to meet contractual obligations, service-level agreements (SLAs), and customer experience standards. The role requires operational discipline, people leadership, and data-driven decision-making. Experience in tolling, transportation, or government-regulated environments is preferred. The role also covers people leadership and strategic oversight, including developing a performance-driven culture, translating business and contractual requirements into operational plans, balancing cost, quality, service delivery, and budget expectations, and partnering with Finance and Program Leadership on budgets, staffing models, and forecasting assumptions. The work takes place in a fast-paced, performance-driven call center environment, and schedule flexibility may be needed based on operational requirements.

Requirements

At least 5 years of experience managing an entire call center operation; experience with 100 or more agents is 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.
A bachelor's degree in Business, Management, or a related field is preferred; equivalent experience will be considered.

Nice To Haves

Experience supporting tolling, transportation, or other government-regulated customer service environments.
Experience working on contractual or SLA-driven programs.
Familiarity with call center platforms, including ACD, CRM, QA tools, and WFM systems.
Experience overseeing multi-channel environments, including voice, chat, and email.

Responsibilities

Provide end-to-end call center operational leadership, including staffing, scheduling, performance management, and service delivery.
Own and manage operational KPIs, including ASA, AHT, service level, abandonment rate, QA scores, CSAT, occupancy, and adherence.
Partner with Workforce Management to align forecasting, scheduling, and hiring with volume demand.
Lead, coach, and develop supervisors, team leads, QA, and support functions.
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 on hiring strategy, onboarding, and early-tenure retention.
Serve 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.
Build and maintain a 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.
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 budgets, staffing models, and forecasting assumptions.
Support client audits, site visits, and performance reviews, particularly in government-regulated environments.