SUNPASS CUSTOMER SUCCESS MANAGER - 55001547
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About The Position
The SunPass Customer Success Manager supervises employees by spending the majority of the time communicating with, motivating, training, evaluating, planning, and directing employee's work. This includes approving timesheets and evaluating performance. The manager is in charge of, directs, and manages all operational aspects of the SunPass contact center operations, ensuring service levels are maintained consistently, contractual performance requirements are evaluated and met, and quality of service is regularly improved. The role involves managing the relationship and day-to-day activities with the customer service operations vendor to achieve all operational goals and overseeing contracted staff. The manager reports to the SunPass Operations Program Director and provides insight, risk assessment, planning, and other necessary information to ensure issues are addressed and constant improvement is introduced. The position also requires collaboration with the Toll Operations team and other departments to ensure clear and consistent communication with customers.
