Customer Service Center (CSC) Operations Manager

This Opportunity

WSP in the US is initiating a search for a Customer Service Center (CSC) Operations Manager based out of our Costa Mesa, California office. 

Primary responsibilities include overseeing all activities of operations of the customer service operations center. Communicating customer service objectives to 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 CSC Operations Manager is a change leader and will analyze data to determine operations improvement opportunities.

Your Impact

• Responsible for the performance of the customer service center (CSC) operations team
• Ensure all project key performance measures are successfully achieved
• Point of contact for external client and 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 operations team by building and motivating team members to meet project goals, adhering to responsibilities and project milestones 
• Manage the day-to-day operations activities and resources
• Oversee and 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 customer service center operations standard operating procedures and internal controls
• Direct, monitor, and evaluate the activities and performance of the customer service center activities/processes and staff
• Monitor customer service center systems and procedures and make the necessary updates to ensure they are current. 
• Work closely with back-office and contact center system providers to assess, test, and implement components to 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

• Strong written and verbal communication and presentation skills
• B.A. or B.S. in Business Administration or related field required
• Five (5) years’ experience with Customer Service Center (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 in collections
• Experience with multi-channel customer contact center and systems.
• Strong attention to detail and organizational skills
• Ability to work independently and under strict deadlines
• Ability to maintain confidentiality and discretion properly
• Strong customer relationship management skills 
• Ability to manage project costs and meet margin goals 
• Ability to assess and manage project risks 
• Ability to manage subcontractors and their agreements
• Ability to assess and support change management activities 
• Strong 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.
• Should possess an above average skill ability and knowledge of PC computers. The ability to develop, create, and utilize spreadsheet software (Microsoft Excel) and word processing software (Microsoft Word) on a daily basis. The individual should possess the skills and ability to learn and utilize new software products as introduced by the organization. 
• Ability to read and comprehend complex instructions, correspondence, and memos. Ability to write correspondence and staff memos. Ability to effectively present information in one-on-one situations to customers, clients, and other employees 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 effectively present information to top management and public groups
• Ability to safely and successfully per