Customer Service Operations Leader

2 weeks ago

Corona, California, United States ViaPlus by VINCI Highways Full time

ABOUT VIAPLUS:

ViaPlus is a worldwide mobility organization operating within the Intelligent Transportation Systems (ITS) sector, focusing on revenue and service management solutions tailored for the transportation field. Our customer support operations, data analysis, and comprehensive back-office technology enable the high-volume transactions essential for a smooth multimodal mobility experience. As a subsidiary of VINCI Highways, we are dedicated to technological advancement and enhancing the mobility experience for everyone.

We are trailblazers in the transportation transaction and mobility domain, boasting a decade of verified global expertise in delivering solutions centered on tolling and transit services. ViaPlus is based near Dallas, Texas, with additional offices across the United States, France, India, and Ireland. We are integrated into the global network of VINCI Concessions, a key player in transport infrastructure with initiatives in 23 nations. Our mission has evolved to offer a fully automated, end-to-end transportation solution that significantly enhances revenue collection and operational efficiency while effectively reducing costs for our agency clients.

JOB PROFILE: Customer Service Operations Leader

JOB RESPONSIBILITIES:

Reporting to the Customer Service Operations Manager, the Customer Service Operations Leader will oversee the Customer Service Supervisors and Leads, managing the daily functions of our Customer Service Call Center, Walk-in Center, Transponder department, and Mail Room. This role is crucial for consistently achieving key performance indicators and ensuring optimal operations across the entire Customer Service Center.

The Customer Service Operations Leader will adopt a continuous improvement approach and operational efficiency to manage a diverse range of support channels, including voice, email, face-to-face, chat, text, and online services. This position is responsible for fostering a customer-centric culture among employees, characterized by Commitment, Accountability, Respect, Excellence, and Empowerment.

PEOPLE MANAGEMENT:

  • Inspire, mentor, and develop direct reports; ensure leaders effectively manage their teams and meet performance expectations.
  • Conduct regular one-on-one meetings and provide daily support.
  • Establish and monitor performance goals and standards for each team role.
  • Manage employee relations, including performance assessments and satisfaction levels.
  • Maintain accurate administrative records and reports regarding employee performance metrics.
  • Oversee disciplinary actions, including terminations, as necessary.
  • Lead the development of effective recognition and rewards programs.

OPERATIONS:

  • Coordinate recruitment efforts for the Customer Service Center and collaborate with Supervisors during candidate interviews.
  • Develop and implement policies and procedures.
  • Serve as the primary contact for employee onboarding and offboarding processes.
  • Work with IT to address technical issues and ensure effective communication.
  • Generate reports and analyses to enhance contact center performance and understand business trends.
  • Monitor and analyze management reports and dashboards regularly.
  • Oversee timekeeping and payroll for the department.
  • Create actionable plans when departmental targets and KPIs are not met.
  • Assist in designing and implementing performance improvement initiatives.
  • Conduct monthly leadership meetings to review results with Customer Service Supervisors and Team Leads.

WORKFORCE MANAGEMENT:

  • Utilize workforce management software to analyze data and develop staffing plans.
  • Implement contact center optimization strategies to enhance efficiency.
  • Manage time-off requests and attendance tracking for all employees.
  • Monitor real-time statistics and collaborate with leaders to implement necessary actions.

QUALITY ASSURANCE & TRAINING:

  • Collaborate with the Quality Assurance Manager to ensure alignment on expectations.
  • Meet quality assurance and customer satisfaction metrics consistently.
  • Provide guidance on scoring guidelines for quality assurance assessments.

COMMUNICATION:

  • Ensure effective communication throughout the organization.
  • Facilitate timely dissemination of new information to all Supervisors and Leads.

QUALIFICATIONS:

  • Strong understanding of call center and customer service metrics.
  • Proven experience in managing multi-channel contact center operations.
  • Excellent leadership and interpersonal skills.
  • Outstanding organizational abilities in a fast-paced environment.
  • Proficient in relevant software applications.
  • Ability to train and motivate team members effectively.

EDUCATION & EXPERIENCE:

  • BA/BS required or equivalent experience.
  • Minimum of five years in managing complex contact center operations.

This position includes supervisory responsibilities, focusing on attracting and developing talent while ensuring team engagement and career growth opportunities.

WORK ENVIRONMENT:

The work environment is dynamic, requiring regular computer use and occasional physical activity. Reasonable accommodations may be made for individuals with disabilities.

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