Customer Service Operations Leader

Job OverviewABOUT VIAPLUS:

ViaPlus is a prominent player in the global mobility sector, focusing on Intelligent Transportation Systems (ITS). We specialize in solutions for revenue and service management tailored for the transportation industry.

Our customer service operations, comprehensive data analytics, and robust back-office technology are designed to handle high-volume transactions, ensuring a seamless multimodal mobility experience.

As a subsidiary of VINCI Highways, we are dedicated to innovation and enhancing the mobility experience for all.

With a decade of experience in the transportation transaction and mobility sector, ViaPlus is committed to delivering solutions that cater to the tolling and transit industries.

Headquartered near Dallas, Texas, we have offices across the United States, France, India, and Ireland.

Part of the VINCI Concessions global network, we engage in transport infrastructure projects across 23 countries.

Our vision is to offer a fully automated, end-to-end transportation solution that enhances revenue collection and operational efficiency while reducing costs for our agency clients.

We cater to enterprises that require real-time transaction processing with utmost accuracy, particularly where revenue reconciliation and customer account management are critical to the customer experience.

Our flagship back-office system (BOS) supports Mobility-as-a-Service (MaaS) with a unified account feature for multimodal transportation solutions.

In a rapidly evolving landscape, ViaPlus emphasizes technology and continuous research and development to boost agency efficiencies, minimize operational costs, and maximize revenue, all while delivering exceptional customer service.

Learn more:

ABOUT VINCI HIGHWAYS
VINCI Highways, a subsidiary of VINCI Concessions, excels in road concessions, operations, and mobility services.

We design, finance, construct, and manage highways, bridges, tunnels, urban roads, and mobility services across a network exceeding 3,360 km in 15 countries.

VINCI Highways leverages its expertise to uphold the highest performance and safety standards, ensuring a positive experience for drivers.

JOB PROFILE:
Call Center Manager

JOB RESPONSIBILITIES:

Reporting to the Customer Service Operations Manager, the Call Center Manager will oversee the Customer Service Supervisors and Leads, managing the daily operations of our Customer Service Call Center, Walk-in Center, Transponder department, and Mail Room.

This role is crucial for achieving key performance indicators and managing operations to ensure equitable, consistent, and top-tier support for employees and customers alike.

The Call Center Manager will adopt a continuous improvement approach and operational effectiveness to manage various service support channels, including voice, email, face-to-face, chat, text, and online services.

Instilling a customer-centric mindset in every employee is essential, fostering a culture defined by Commitment, Accountability, Respect, Excellence, and Empowerment.

Key Responsibilities:

PEOPLE MANAGEMENT

• Inspire, coach, and develop direct reports; ensure leaders effectively manage their teams and meet job expectations.
• Conduct regular one-on-one meetings and provide daily hands-on support.
• Establish and monitor performance goals and standards for each team role.
• Manage staff relations, including performance management and employee satisfaction.
• Ensure accurate administrative records and reports; maintain performance files for each employee.
• Handle disciplinary actions, including terminations.
• Oversee the monthly incentive program and performance-based pay.
• Lead the development of effective rewards and recognition initiatives.

OPERATIONS

• Coordinate recruitment for the call center and collaborate with supervisors during candidate interviews.
• Develop and implement policies and procedures.
• Manage onboarding and offboarding processes, including facility access and desk assignments.
• Serve as the point of contact for IT issues, escalating as necessary.
• Generate reports and analyses to enhance overall contact center performance.
• Create and review management reports and dashboards regularly.
• Oversee timecards and payroll for the department.
• Develop action plans when departmental targets and KPIs are not met.
• Assist in designing and implementing performance improvement initiatives.
• Update standard operating procedures as needed.
• Conduct monthly leadership meetings to review results with Customer Service Supervisors and Team Leads.
• Translate business strategies into actionable objectives for direct reports.
• Prepare reports for senior management.

WORKFORCE MANAGEMENT

• Utilize workforce management software to analyze data and forecast needs.
• Implement optimization strategies for staffing levels and continuous improvements.
• Manage time-off requests and attendance tracking.
• Schedule training, meetings, and other off-phone events.
• Adjust staffing levels based on real-time statistics and trends.
• Create staffing requirements and schedules based on historical data.
• Proactively offer overtime and training opportunities based on trends.

QUALITY ASSURANCE & TRAINING

• Collaborate with the Quality Assurance Manager to align expectations.
• Ensure the call center meets quality assurance and customer satisfaction KPIs.
• Provide guidance on reporting related to quality assurance and customer satisfaction initiatives.

COMMUNICATION

• Facilitate clear communication throughout the organization.
• Ensure timely dissemination of new information to all Supervisors, Leads, and Customer Service Representatives.

OTHER DUTIES AND RESPONSIBILITIES

• Meet deadlines and follow up promptly.
• Act as a team player and role model for all employees.
• Serve as backup for the Customer Service Operations Manager.
• Demonstrate punctuality and attendance.
• Interact with third-party vendors as required.
• Ensure overall client satisfaction and respond to client requests.
• Present information clearly and professionally.
• Handle escalated calls for complex customer issues.

QUALIFICATIONS:

• Strong understanding of call center and customer service metrics.
• Familiarity with process improvement methodologies and project planning.
• Proven experience managing multi-channel call center operations.
• Demonstrated leadership and interpersonal skills.
• Excellent communication skills, both oral and written.
• Outstanding organizational skills with the ability to manage multiple priorities.
• Strong analytical skills for proactive performance management.
• Knowledge of California state laws regarding employee relations.
• Proficient in relevant software applications.
• Ability to train and motivate staff effectively.
• Strong business acumen and judgment.
• Ability to foresee and mitigate potential issues.
• Effective time-management skills.

EDUCATION & EXPERIENCE:

• BA/BS required or equivalent experience.
• Minimum of five years managing a complex multi-channel contact center.
• Experience leading a customer-focused team in a fast-paced environment.
• Ability to navigate ambiguity and uncertainty.
• Adaptability in a changing business environment.

Preferred Qualifications:

• Previous experience in tolling is advantageous.
• Experience in project implementation.
• Background in training, quality assurance, and workforce management.
• Bilingual in Spanish is a plus.
• Familiarity with Genesys and Proponisi platforms.

SUPERVISORY RESPONSIBILITIES
This position includes supervisory responsibilities.

People Management:

The Call Center Manager partners with the organization to attract and retain top talent, ensuring the team is adequately staffed and fully utilized.

They are responsible for engaging employees and facilitating their career development through training and mentorship.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those encountered while performing essential job functions. Reasonable accommodations may be made for individuals with disabilities.

While performing duties, employees regularly use hands and arms, hear, and communicate verbally. The role involves navigating a computer and may require occasional lifting of up to 20 pounds. The work environment is typically moderate to loud.

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