Customer Service Director

This Opportunity

WSP in the US is initiating a search for a Customer Service Director based out of our San Francisco, California office.

Primary responsibilities include overseeing all activities of operations of the Customer Service Center (CSC). Communicating objectives to the customer service team and other department personnel, compiling data to make assessments of the department’s progress, identifying and resolving customer and client issues, and meeting key performance measures goals. The Customer Service Director is a change leader and will analyze data to determine operations improvement opportunities.  

Your Impact

• Responsible for the performance and daily management of the Customer Service Center (CSC) operations team.  
• Ensure all project key performance measures are successfully achieved.  
• Manages customer relationship while reporting on project status.  
• Develop project plans that identify resource and budgetary needs to achieve project objectives in planned timeframes.  
• Provide leadership for the CSC operations team by building and motivating team members to meet project goals, adhering to responsibilities and project milestones.  
• Manage day-to-day operations, activities and resources.
• Lead internal project team and client meetings.  
• Manage and document internal contract changes that affect project cost or margin, coordinating with the Project Manager.  
• Review project and/or operations costs, including accruals, at least on a monthly basis with Project Manager and project Finance Manager.
• Coordinate and assess ongoing quality control and participate in quality issue resolution.  
• Develop and maintain CSC operations standard operating procedures and internal controls. 
• Direct, monitor, and evaluate activities and performance of the CSC. 
• Monitor CSC systems and procedures and make necessary updates to ensure they are current. 
• Work closely with back-office and contact center system providers to assess, test, and implement components that meet project requirements.  
• Perform evaluations of operating software and identify areas for efficiency and operational improvements and/or modifications to functionality.  
• Interface with clients, subcontractors, vendors, and internal/external auditor.  

Who You Are

Required Qualifications

• B.A. or B.S. in Business Administration or related field preferred. 
• Ten (10) years of experience in related work. 
• Five (5) years’ experience with CSC management of a similar scope to 405 Express Lanes Project.  
• Three (3) years’ experience in toll industry customer service.  
• Three (3) years’ experience in collections.
• Previous experience with Lean Six Sigma processes is preferred.  
• Experience with multi-channel customer contact center and systems.
• Strong written and verbal communication and presentation skills.
• Strong attention to detail and organizational skills.  
• Ability to work independently, under pressure and meet deadlines.  
• Ability to maintain confidentiality and discretion.  
• Strong customer relationship management skills.  
• Ability to manage project costs and meet margin goals.  
• Ability to assess and manage project risks.  
• Ability to manage contracts and claims.  
• Ability to assess and coordinate change management activities.  
• Proven leadership skills.  
• Possess the skills and ability to learn and utilize new software products as introduced by the organization.  
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.  
• Previous experience with MS Office (Microsoft Word, Excel, and PowerPoint).  
• Ability to read and comprehend complex instructions and correspondence. 
• Ability to effectively present information in one-on-one situations to customers, clients, and staff of the organization. 
• Ability to read, analyze, and interpret common reports and documents. 
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. 
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.  
• Ability to adhere to attendance requirements.  
• Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds.  
• Must be able to lift, ca