Customer Service Operations Leader

Job OverviewABOUT VIAPLUS:

ViaPlus is a global mobility enterprise operating within the Intelligent Transportation Systems (ITS) sector, focusing on revenue and service management solutions tailored for the transportation industry.

Our customer operations, data analytics, and comprehensive back-office technology enable high-volume transactions essential for seamless multimodal mobility.

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

We are trailblazers in the transportation transaction and mobility sector, boasting a decade of global expertise in delivering solutions aimed at the tolling and transit markets.

ViaPlus is based near Dallas, Texas, with additional offices across the United States, France, India, and Ireland.

We are part of the VINCI Concessions global network, an international leader in transport infrastructure with projects spanning 23 countries.

Our vision has evolved to provide a fully automated, end-to-end transportation solution that significantly enhances revenue collection and operational efficiency while effectively reducing costs for our agency clients.

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

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

In a rapidly evolving environment, ViaPlus maintains a strong emphasis on technology and continuous research and development to enhance agency efficiencies, lower operational costs, and maximize revenue – all while delivering exceptional customer service.

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 accountable for consistently achieving key performance indicators and managing the operations of the entire Customer Service Center, ensuring equitable, consistent, and top-tier support for both employees and customers.

The Call Center Manager will adopt a continuous improvement approach and operational effectiveness to oversee a diverse range of service support channels, including voice, email, face-to-face, chat, text, and online interactions.

They will foster a culture characterized by Commitment, Accountability, Respect, Excellence, and Empowerment by instilling a customer-centric mindset in every employee.

PEOPLE MANAGEMENT

• Inspire, coach, develop, and support direct reports; ensure leaders effectively manage their teams and meet job expectations promptly.
• Conduct documented weekly and monthly one-on-ones, along with daily hands-on support.
• Establish and monitor goals and performance standards for each team role.
• Manage staff relations, including performance management and employee satisfaction.
• Ensure accurate and up-to-date administrative records and reports; maintain files on each employee's performance related to attendance, productivity, quality monitoring, and documented interactions.
• Conduct 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 Customer Service Center and collaborate with Supervisors to interview candidates.
• Develop policies and procedures.
• Serve as the point person for onboarding and offboarding employees, managing access forms and desk assignments.
• Collaborate with IT to escalate issues and communicate effectively.
• Generate ad hoc reports and analyses to enhance overall contact center performance and understand business trends.
• Create, monitor, and analyze daily, weekly, and monthly management reports and dashboards.
• Oversee timecards and payroll for the department.
• Develop timely action plans when departmental targets and KPIs are not met.
• Assist in designing and implementing performance improvement initiatives and processes.
• Create and update standard operating procedures.
• Conduct monthly leadership meetings to review results with Customer Service Supervisors and Team Leads.
• Translate business strategies into actionable objectives for direct reports and staff.
• Prepare reports for Senior Management.

WORKFORCE MANAGEMENT

• Utilize workforce management software to analyze data, design plans, and measure results and trends for forecasting.
• Implement contact center optimization and staffing strategies to enhance efficiency and effectiveness.
• Manage Time Off Request Approvals, Sick Line, and Vacation Calendar.
• Oversee schedules and attendance tracking for all employees.
• Assist in maintaining service level requirements aligned with company objectives and KPIs.
• Monitor and manage real-time statistics, collaborating with leaders to implement necessary actions promptly.
• Adjust productivity reports when representatives are in training or engaged in other activities.
• Schedule training, meetings, and other off-phone events.
• Manage intra-day staffing levels and determine optimal staffing adjustments; ensure schedules are updated and communicated.
• Create core staffing requirements and schedules based on historical trends.
• Proactively offer overtime, voluntary time off, and training opportunities based on trends and volumes.

QUALITY ASSURANCE & TRAINING

• Collaborate with the Quality Assurance Manager and QA/Training Lead to ensure alignment of expectations.
• Ensure the Customer Service Center meets monthly KPI expectations for Quality Assurance, First Call Resolution, and Customer Satisfaction.
• Provide direction and tracking for reporting related to QA, FCR, and CSAT initiatives to ensure expectations are met.
• Offer guidance on scoring guidelines for final decisions related to QA scoring disputes.

COMMUNICATION

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

OTHER DUTIES AND RESPONSIBILITIES

• Meet deadlines and follow up in a timely manner.
• Act as a team player and role model for all employees.
• Serve as backup for the Customer Service Operations Manager.
• Model expectations of punctuality and attendance.
• Interact with third-party vendors as processes require.
• Ensure overall client satisfaction and respond to client requests to support business reviews and proposals.
• Present information clearly, professionally, and accurately.
• Handle escalated calls when complex customer issues arise.

QUALIFICATIONS:

• Strong understanding of call center and customer service metrics.
• Comprehensive knowledge of process improvement methodologies, project planning, and documentation.
• Proven experience managing call center operations through various communication channels.
• Demonstrated leadership and interpersonal skills, with the ability to manage and motivate a team of 45+ Customer Service Representatives and direct reports.
• Excellent oral and written communication skills, including the ability to present to senior leadership.
• Outstanding organizational skills, capable of managing multiple projects and priorities in a dynamic environment.
• Strong analytical abilities to facilitate proactive performance and goal achievement.
• Familiarity with California state laws regarding employee relations and HR policies.
• Proficient in relevant software applications, including Word, Excel, PowerPoint, and contact center reporting tools.
• Ability to train, manage, and motivate staff members effectively.
• Strong business acumen and sound judgment.
• Long-term vision: ability to foresee solutions for current issues and prevent future problems.
• Effective time-management skills to prioritize workload and delegate tasks as necessary.

Coaching Skills:

• Ability to motivate and engage team members.
• Strong organizational skills.
• Proficient in conflict resolution.

EDUCATION & EXPERIENCE:

• BA/BS required, or equivalent work experience with a proven track record.
• Minimum of five (5) years of experience managing complex multi-channel contact centers.
• Five (5) years of experience leading customer-focused teams in fast-paced environments.
• Ability to navigate ambiguity and uncertainty.
• Adaptable and committed in a changing business landscape.

Preferred Qualifications:

• Previous experience in the tolling sector is advantageous.
• Two (2) to five (5) years of experience in project implementation.
• Background in Training, Quality Assurance, and Workforce Management is beneficial.
• Bilingual in Spanish is a plus.
• Familiarity with Genesys and Proponisi platforms is advantageous.

SUPERVISORY RESPONSIBILITIES
This position includes supervisory responsibilities.

People Management:

The Call Center Manager partners within the organization to attract the right leadership and talent, ensuring the team is adequately staffed and fully utilized.

They are responsible for engaging employees and clarifying career opportunities, taking charge of the development and training of their team members.

WORK ENVIRONMENT

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

While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk.

The employee will be working on a computer. The employee may occasionally be required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally lift and/or move up to 20 pounds. The work environment is typically moderate to loud.

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