Back Office Operations Manager – Tolling Operations
Job Description
WSP is initiating a search for a Back Office Operations Manager – Tolling Operations!
This role will be located out of Concord, NH.
Position Summary
WSP is seeking a Back Office Operations Manager to lead day-to-day operations for a high-volume customer service organization supporting complex, transaction-based services. The Contact Center Manager is accountable for delivering exceptional customer experience while consistently meeting and exceeding KPIs and SLAs related to responsiveness, quality, compliance, and productivity. This role partners closely with technology, operations, finance, and client stakeholders to ensure operational readiness, performance stability, and continuous improvement across all customer contact channels.
Operational Leadership & Service Delivery
- Lead end-to-end contact center operations across inbound and outbound channels
- Over see all operations of Customer Walk in Centers
- Establish operational rhythms including daily huddles and performance reviews
- Ensure compliance with SOPs and customer service standards
- Drive readiness for new initiatives and operational changes
- Strong understanding of E-ZPass and interoperability preferred
KPI / SLA Performance Management
- Own and drive performance against KPIs and SLAs
- Monitor service levels such as ASA, AHT, FCR, CSAT and adherence
- Implement corrective actions to address performance gaps
- Develop and present performance dashboards to stakeholders
Workforce Management & Planning
- Support forecasting, scheduling, and staffing models
- Manage intraday staffing and adherence
- Ensure coverage during peak volumes and service fluctuations
People Leadership & Development
- Lead supervisors, team leads, and frontline staff
- Implement coaching and performance management frameworks
- Support training, onboarding, and knowledge management
Process, Compliance & Controls
- Ensure compliance with regulatory and operational requirements
- Maintain SOPs and audit documentation
- Support audits and compliance initiatives
Technology & Cross-Functional Collaboration
- Partner with IT and product teams on system enhancements
- Support system testing, releases, and operational readiness
- Collaborate across operations and back-office teams
Vendor Coordination
- Assist with managing vendor relationships and performance
- Drive accountability and corrective action plans
Required Qualifications
- Bachelor’s degree or equivalent experience
- 7+ years of contact center experience with 3+ years in leadership roles
- Proven experience managing KPIs and SLAs in high-volume environments
- Experience in regulated or public sector environments preferred
Required Skills
- Strong knowledge of contact center operations and customer service models
- Experience interpreting and improving performance metrics
- Workforce management and scheduling knowledge
- Leadership, communication, and stakeholder management skills
- Familiarity with contact center tools and reporting platforms
Key Success Factors
- Consistently meets or exceeds SLAs and KPIs
- Builds high-performing and engaged teams
- Drives continuous improvement and operational efficiency
#LI-MC1
WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.
WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.
At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?
WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.
The selected candidate must be authorized to work in the United States.
NOTICE TO THIRD PARTY AGENCIES:
WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.