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Customer Service Operations Leader

2 months ago

Corona, California, United States ViaPlus by VINCI Highways Full time
Job OverviewABOUT VIAPLUS:


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

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

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


With a decade of experience, we are trailblazers in the transportation transaction and mobility sector, providing solutions specifically designed for tolling and transit services.

ViaPlus operates from a central hub near Dallas, Texas, with additional offices in various countries including France, India, and Ireland.

As part of the VINCI Concessions global network, we engage in transport infrastructure projects across 23 nations.

Our mission is to deliver 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 requiring high-volume, real-time transaction processing with utmost accuracy, particularly where revenue reconciliation and customer account management are crucial to the customer experience.

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

In a rapidly evolving landscape, ViaPlus remains committed to technology and ongoing 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 LOCATION:
Corona, CA

KEY 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 operations in a manner that ensures equitable, consistent, and top-tier support for both employees and customers.


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

They will foster a culture of positivity and customer focus among employees, characterized by Commitment, Accountability, Respect, Excellence, and Empowerment.

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 employee relations, including performance management and satisfaction.
  • Ensure accurate administrative bookkeeping and reporting; maintain performance files for each employee.
  • Execute disciplinary actions when necessary.
  • Oversee the monthly incentive program and performance-based pay.
  • Lead the development of effective recognition and rewards programs.

OPERATIONS

  • Coordinate recruitment efforts for the Call Center and collaborate with Supervisors on candidate interviews.
  • Develop and implement policies and procedures.
  • Manage onboarding and offboarding processes, including facility access and desk assignments.
  • Serve as the primary contact for IT issues, escalating as needed.
  • Generate reports and analyses to enhance contact center performance and understand business trends.
  • Create and monitor management reports and dashboards.
  • 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 necessary.
  • 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 create forecasts.
  • Implement optimization strategies for staffing levels and efficiency improvements.
  • Manage time-off requests and attendance tracking.
  • Schedule training, meetings, and other off-phone events.
  • Monitor real-time statistics and collaborate with leaders to implement timely actions.
  • Adjust productivity reports based on training and other factors.
  • Develop 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 compliance with CSC Quality Assurance, First Call Resolution, and CSAT KPIs.
  • Guide the development and tracking of reporting related to QA, FCR, and CSAT initiatives.
  • Provide direction on scoring guidelines for QA scoring disputes.

COMMUNICATION

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

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.
  • Model punctuality and attendance expectations.
  • 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 knowledge of call center and customer service metrics.
  • Comprehensive understanding of process improvement methodologies.
  • Proven experience managing multi-channel call center operations.
  • Demonstrated leadership and interpersonal skills.
  • Excellent communication skills, both oral and written.
  • Exceptional organizational skills to manage multiple projects.
  • Strong analytical skills for proactive performance management.
  • Familiarity with California state laws regarding employee relations.
  • Proficient in relevant software applications.
  • Ability to train and motivate staff effectively.
  • Strong business acumen and judgment.
  • Long-term vision to anticipate and prevent future issues.
  • Effective time-management skills to prioritize tasks.

Coaching Skills:
  • Ability to train and develop team members.
  • Skills in motivating and engaging others.
  • Strong organizational skills.
  • Conflict resolution abilities.
EDUCATION & EXPERIENCE:

  • BA/BS degree or equivalent experience.
  • Minimum of five years managing complex multi-channel contact centers.
  • Experience leading customer-focused teams in fast-paced environments.
  • Ability to navigate ambiguity and uncertainty.
  • Adaptability in changing business environments.

Preferred Qualifications:
  • Previous experience in tolling is advantageous.
  • Experience with 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 entails supervisory responsibilities.

People Management:

The Call Center Manager will partner within the organization to attract and retain the right talent, ensuring team members are fully utilized and engaged in their career development.

They will take responsibility for the development and training of their team members.

WORK ENVIRONMENT

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

The employee is regularly required to use hands, reach, hear, and communicate. The role involves navigating a computer and may occasionally require standing, sitting, stooping, kneeling, or lifting up to 20 pounds. The work environment is typically moderate to loud.