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This Opportunity

WSP in the US is initiating a search for a Customer Service Center (CSC) Operations Manager based out of our Costa Mesa, California office .

Primary responsibilities include overseeing all activities of operations of the customer service operations center. Communicating customer service objectives to customer service team and other department personnel, compiling data to make assessments of the department’s progress, identifying and resolving customer and client issues, and meeting key performance measures goals. The CSC Operations Manager is a change leader and will analyze data to determine operations improvement opportunities.

Your Impact

• Responsible for the performance of the customer service center (CSC) operations team

• Ensure all project key performance measures are successfully achieved

• Point of contact for external client and manages customer relationship while reporting on project status

• Develop project plans that identify resource and budgetary needs to achieve project objectives in planned timeframes

• Provide leadership for the operations team by building and motivating team members to meet project goals, adhering to responsibilities and project milestones

• Manage the day-to-day operations activities and resources

• Oversee and lead internal project team and client meetings

• Manage and document internal contract changes that affect project cost or margin, coordinating with the Project Manager

• Review project and/or operations costs, including accruals, at least on a monthly basis with Project Manager and project Finance Manager

• Coordinate and assess ongoing quality control and participate in quality issue resolution

• Develop customer service center operations standard operating procedures and internal controls

• Direct, monitor, and evaluate the activities and performance of the customer service center activities/processes and staff

• Monitor customer service center systems and procedures and make the necessary updates to ensure they are current.

• Work closely with back-office and contact center system providers to assess, test, and implement components to meet project requirements

• Perform evaluations of operating software and identify areas for efficiency and operational improvements and/or modifications to functionality

• Interface with clients, subcontractors, vendors, and internal/external auditor

Who You Are

Required Qualifications

• Strong written and verbal communication and presentation skills

• B.A. or B.S. in Business Administration or related field required

• Five (5) years’ experience with Customer Service Center (CSC) management of a similar scope to 405 Express Lanes Project

• Three (3) years’ experience in toll industry customer service

• Three (3) years’ experience in in collections

• Experience with multi-channel customer contact center and systems.

• Strong attention to detail and organizational skills

• Ability to work independently and under strict deadlines

• Ability to maintain confidentiality and discretion properly

• Strong customer relationship management skills

• Ability to manage project costs and meet margin goals

• Ability to assess and manage project risks

• Ability to manage subcontractors and their agreements

• Ability to assess and support change management activities

• Strong leadership skills

• Possess the skills and ability to learn and utilize new software products as introduced by the organization.

• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

• Should possess an above average skill ability and knowledge of PC computers. The ability to develop, create, and utilize spreadsheet software (Microsoft Excel) and word processing software (Microsoft Word) on a daily basis. The individual should possess the skills and ability to learn and utilize new software products as introduced by the organization.

• Ability to read and comprehend complex instructions, correspondence, and memos. Ability to write correspondence and staff memos. Ability to effectively present information in one-on-one situations to customers, clients, and other employees of the organization. Ability to read, analyze, and interpret common reports and documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management and public groups

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.

• Ability to adhere to attendance requirements

• Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds

• Must be able to lift, carry, walk, and stand

• Vision for reading, recording, and interpreting information

• Frequent speech communication, hearing and listening to maintain communication

• Daily use of computer and keyboard, standard office equipment and telephone

• Ability to access, input, and retrieve information from the computer

• Frequent hand/eye coordination to operate computer keyboard and office equipment

WSP Benefits

WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.

Compensation

Expected Salary (all locations): $78,000-175,000

WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.

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About WSP

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.

www.wsp.com

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.