Tolling Call Center Manager

Essential Duties and Responsibilities

• Oversee daily operations of the call center to ensure efficient service delivery
• Supervise, coach, and develop call center staff to meet performance goals
• Monitor key performance indicators (KPIs) such as call volume, response time, and customer satisfaction
• Implement and maintain quality assurance standards through call monitoring and feedback
• Manage staff schedules and ensure adequate coverage across shifts
• Handle escalated customer issues and ensure timely resolution
• Identify and implement process improvements to enhance productivity and service quality
• Prepare and present performance reports and operational metrics to leadership
• Ensure effective use of call center technologies and coordinate with IT for system support
• Enforce company policies, regulatory requirements, and industry standards
• Perform other duties as directed by TransCore management

Requirements and Qualifications

• Five (5) years call center management experience required
• Three (3) years experience in toll industry customer service is required
• Demonstrated experience working within multi-channel customer contact center environments, utilizing various systems to manage and resolve customer inquiries efficiently across phone, email, chat, and social media platforms
• Excellent interpersonal and communication skills, including the ability to communicate information and ideas to an individual or in a large group setting
• Able to manage multiple priorities, manage time effectively, and easily adapt to change

Pay

Salary Range: $80,000 - 99,000/yr., based upon skills and experience.

Benefits

(Note: Specific benefits details not provided in the job posting)

Schedule

(Note: Specific schedule details not provided in the job posting)