Customer Service Center Manager

Job Description

WSP USA is initiating a search for a Customer Service Center (CSC) Manager!

This position will be based out of our Richmond, Virginia office.

This Opportunity

Primary responsibilities include overseeing all activities of the customer service center. Communicating customer service objectives to the 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 Manager is a change leader and will analyze data to determine improvement opportunities.

Your Impact

• Responsible for the performance of the customer service center (CSC) team which includes Walk-In Centers across the state
• Ensure all project key performance measures are successfully achieved
• Provide leadership for the CSC team by building and motivating team members to meet project goals, adhering to responsibilities and project milestones
• Manage day-to-day CSC activities and resources
• Oversee and lead internal team meetings
• Coordinate and assess ongoing quality control and participate in quality issue resolution
• Develop customer service center 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

• 5 years’ experience with Customer Service Center (CSC)/Contact Center operations
• Three (3) years’ experience of management within a Customer Service Center (CSC)
• Experience with multi-channel customer contact center and systems.
• Strong customer relationship management skills
• Demonstrated productivity in a team environment, focusing on customer satisfaction
• Strong attention to detail and organizational skills
• Ability to work independently and under strict deadlines
• Ability to maintain confidentiality and discretion properly
• Ability to assess and support change management activities
• Strong leadership skills
• Strong written and verbal communication and presentation skills.
• 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) daily. 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. An 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
  
  

About WSP

ABOUT US

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.