This role will be offered on a Contingency basis and will be appointed upon the successful award of the Contract.

Provide oversight for all operations including customer service operations.  They will have experience running a Tolling Operations function (i.e., Call Center, Production) managing a workforce of 250-300 employees, with the ability to manage resources across multiple functions in a matrixed organization.

A member of the senior management the role holder will ensure that there are structures, processes and skills in place to effectively manage and develop the business from an operational perspective, in accordance with the company financial objectives.

Provide strategic and operational management of administrative and staffing program activities. Oversee the customer operations related to customer experience and quality processes, including the selection of appropriate partners and suppliers.

Responsibilities:

  • Business efficiency, responsible for managing all day-to-day operations.
  • Develop and deliver the customer experience vision, strategy, and organization throughout the business which includes responsibility for all operations related KPIs and metrics.
  • Main day-to-day contact and relationship with client and subcontractors.
  • Supervise and provide oversight of all contractor personnel and performance.
  • Identify and coordinate all resources (external partners/suppliers/tools) to ensure we meet contractual requirements relating to Operations Management, CX and Customer Satisfaction levels.
  • Lead the delivery, analysis, and communication of the monthly operations reports and identify improvements to improve operational results (during the project phase and ongoing operations).
  • Experience with contracts, legal terms and obligations as related to Program. Ensure service delivery meets standards of quality and cost effectiveness.
  • Oversee staffing, program planning, execution, performance, quality control, and deliverables.
  • Assist in the development of performance standards for contract activities.
  • Establish and monitor performance goals. Drive problem resolution as needed.
  • Lead on contract delivery to ensure SLA’s are met, operational responsibility and ensure adequate resources.
  • Able to drive and execute client change order requests.
  • P&L responsibility to ensure results are in line with forecast/budget.

 Qualifications and Skills:

  • Bachelor’s degree in a related field is required, Master’s degree is preferred.
  • 7 – 10 years operational experience, leading large customer service programs, preferably in tolling.
  • Strong relationship management skills essential.
  • Minimum of 5 years Contact Center Management at Senior Management level (250+ agents).
  • Previous management experience in a fast-paced service delivery experience essential.
  • Strong communication skills including interpersonal, negotiation, influencing, verbal, and written
  • High energy, with the ability to work in a fast-paced, client-centric environment.
  • Results-oriented; able to work in a multi-task environment, managing multiple priorities while delivering results.
  • Demonstrate an understanding of the needs associated with working in an industry with regulatory constraints.