Customer Service Director - Tolling Operations

WSP•Richmond, VA

8h•Hybrid

About The Position

WSP USA is seeking an innovative Customer Service Director to manage a state-of-the-art Customer Service Center in Virginia, focusing on toll operations. This role is responsible for guiding the performance of employees across all departments within the Customer Service Center, including front-office and back-office duties, in an environment experiencing strong customer growth. It offers an opportunity to advance customer service management careers and develop potential in process analysis, organizational management, and team leadership.

Requirements

Must have a minimum of 5 years of management experience in Customer Service overseeing multiple departments, preferably in a tolling environment.
Minimum of 12 years of related experience
Proven leadership skills.
Demonstrated excellent customer service skills.
Proven record of establishing annual performance metrics and a track record of successfully meeting and exceeding performance metrics or goals.
Excellent verbal and written communication skills.
Ability to work well with all employees, clients, and customers.
Ability to work independently.
Ability to work under pressure, meet deadlines, and be accountable for the performance of managers and staff.
Previous experience developing and maintaining a budget.
Previous experience with MS Office (Microsoft Word, Excel, and PowerPoint).
Must provide performance feedback to the entire staff.
Must be able to effectively present information in group settings.
Ability to travel for industry events as needed.
Must be authorized to work in the United States.

Nice To Haves

Previous experience in a cashless, all-electronic tolling environment is preferred.

Responsibilities

Responsible for the performance of all departments within the Service Center.
Direct and manage the development and implementation of all goals, objectives, and priorities for each operational area.
Oversee the development and implementation of plans related to departmental services and operations.
Maintain continuous updates of policies and procedures in each operational area.
Work closely with the WSP Project Manager and the client, establishing and amending business rules that pertain to the Service Center.
Maintain close involvement in all system development and planning with the IT department regarding Service Center responsibilities.
Maintain inventory of transponders.
Ensure that qualified personnel, equipment, procedures, and the direction, training, and motivation required are available for completion of all work specified in the Contract, Statement of Work, and SOPs.
Ultimate responsibility for developing and maintaining adequate quality assurance measures to ensure proper procedures are followed in the Service Center.
Oversight for providing services at designated walk-up location(s).
Oversight of the development of training plans for all customer service personnel.
Assist the Project Manager in budget development and management for customer service departments.
Make recommendations to the client regarding improvements for WSP and/or the client’s business.
Prepare and facilitate monthly performance reviews with the client.
Attain contractual Key Performance Indicators; publish necessary reports weekly, monthly, and quarterly.
Liaison to the client: Work closely with the Public Highway Authority, establishing and amending business rules that pertain to the ExpressToll Service Center.
Maintain close involvement in all system development and planning with the E-470 IT Department regarding ExpressToll Service Center responsibilities.
Ultimate oversight for maintaining an accurate inventory of transponders at all times.
Maintains an available 30-day supply of transponders for issue.
Routinely coordinates and provides business information to the executive-level leadership.
Serve on various internal working groups for process improvements in conjunction with our client.
Resolve escalated customer disputes with upset customers.
Coordinate with all direct-report managers on issues related to contract operations.
Responsible for meeting all contract performance criteria regarding assigned Contact Center teams.
Responsible for meeting all contract performance criteria regarding all assigned departments.
Ensure proper staff coverage is met in all service lines.
Perform various projects and duties as assigned by the Project Manager.