Customer Service Center (CSC) Operations Manager - Tolling Operations

Job description

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 Man...