Verified Job
Clerical - Administrative
Back Office Operations Manager – Tolling Operations
Clerical - Administrative
#54782
Remote / WFH
WSP
Job Description
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
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
