Back Office Operations Manager Tolling Operations

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

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