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. 
• Provide regular project reporting and updates to clients, technical area, and business unit managers, identifying any emergent issues with scope, risk, and/or budget. 
• 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.  
• Establish and actively drive the appropriate levels of technical review required for the project, selecting appropriately qualified staff to perform the required reviews, and adherence to the QA/QC plan, as applicable. 
• Mentor project team members to support their growth and professional development.
• Perform margin analyses, establishing margin goals and risk contingencies. 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.  
• Complete formal project closeout activities, along with conducting and documenting a lessons-learned meeting with key project staff. 
• Exercise responsible and ethical decision-making regarding company funds, resources and conduct, and adhere to WSP’s Code of Conduct and related policies and procedures.
• Perform additional responsibilities as required by business needs. 

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 ab