Back Office Operations Manager – Tolling Operations

Position Summary

The Back Office Operations Manager – Tolling Operations will lead day-to-day operations for a high-volume customer service organization supporting complex, transaction-based services. The role involves 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
• Oversee 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
• Maintain 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

• Afford assistance with managing vendor relationships and performance
• Drive accountability and corrective action plans

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.

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.