Call Center Manager

ViaPlus by VINCI Highways

Corona, CA

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JOB DETAILS

JOB TYPE

Full-time

SKILLS

Americans with Disabilities Act (ADA), Analysis Skills, Automatic Call Distributor (ACD), Bookkeeping, Business Strategy, Business Support, Calendar Management, Call Center Management, Call Center Operations, Call Center Staffing, Call Centers, Coaching, Code Reviews, Communication Skills, Computer Skills, Computer Software, Conflict Resolution, Continuous Improvement, Cost Control, Cross-Functional, Customer Experience, Customer Relations, Customer Satisfaction, Customer Service Management, Customer Service Operations, Customer Support/Service, Customer/Client Research, Data Analysis, Disciplinary Action, Documentation Plan, Employee Relations, Establish Priorities, FMLA (Family and Medical Leave Act of 1993), Facilities Management, File Maintenance, Finance, Financial Reporting, Financial Trend Analysis, Forecasting, Genesys Solutions, Incentive Programs, Information Technology & Information Systems, Intelligent Transportation, International Relocation Services, Internet/Online Service, Interpersonal Skills, Interviewing Skills, Leadership, Metrics, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Multilingual, Multitasking, Onboarding, Online Chat, Operational Audit, Operational Expenditure (OPEX), Operational Improvement, Operational Strategy, Operations Management, Organizational Skills, People Management, Performance Management, Performance Metrics, Policy Development, Presentation/Verbal Skills, Procedure Development, Process Improvement, Professional Services, Project Planning, QA Partner Testing Software, Quality Assurance, Quality Management, Quality Monitoring, Reconciliation, Relocation Services, Reporting Dashboards, Reporting Skills, Research & Development (R&D), Resolve Customer Issues, Revenue Growth, Revenue Management, Safety Standards, Sales Management, Schedule Development, Set Goals, Spanish Language, Staff Motivation, Staff Requirements, Standard Operating Procedures (SOP), State Laws and Regulations, Team Player, Technical Delivery, Time Management, Training/Teaching, Transaction Processing/Management, Transponder, VoIP (Voice over IP), Voice Response Systems, Workforce Management, Workforce Management Software, Writing Skills

LOCATION

Corona, CA

POSTED

25 days ago

ABOUT VIAPLUS:
ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our customer operations, data analytics, and full-featured, single-account back-office technology facilitate the high-volume transactions required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all.

We are pioneers in the transportation transaction and mobility industry, with a decade of proven global experience in providing solutions focused on the tolling and transit industries. ViaPlus is headquartered near Dallas, Texas, and maintains offices across the United States, France, India, and Ireland. We are part of the global network of VINCI Concessions, an international player in transport infrastructure with projects in 23 countries. Our vision has evolved to provide a fully automated, end-to-end transportation solution that significantly improves revenue collection and efficiency while effectively lowering costs for our agency clients.

We serve enterprises that require high-volume, real-time transaction processing with the highest levels of accuracy, especially where revenue reconciliation and customer account management are key deliverables to the customer experience. Our flagship back-office system (BOS) enables Mobility-as-a-Service (MaaS) with a “one account” feature that supports multimodal transportation solutions. In a rapidly changing environment, ViaPlus maintains a strong focus on technology and continuous R&D to improve agency efficiencies, reduce operating expenses, and maximize revenue – all while providing exceptional customer service.

Learn more: http://www.viaplus.com

ABOUT VINCI HIGHWAYS
VINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operations and mobility services. We design, finance, build and operate highways, bridges, tunnels, urban roads and mobility services on a network of more than 3,360 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and provide drivers with a positive experience.

JOB RESPONSIBILITIES:
Reporting to the Customer Service Operations Manager, the Customer Service Manager will be responsible for managing the Customer Service Supervisors and Leads , along with running the day-to-day operations for our Customer Service Call Center, Walk-in Center, Transponder department and, Mail Room located in our Corona and Anaheim facility. This position is responsible for the consistent achievement of key performance indicator metrics and managing the operations for the entire CSC, their direct reports, and staff in a manner that ensures fair, consistent, and best-in-class support for our employees and customers.

The Customer Service Manager will utilize a continuous improvement mindset and operational effectiveness to manage a broad range of voice, email, face-to-face, chat, text, and online service support channels. They will be responsible for instilling a “can do” and customer-focused attitude in every employee, thus creating a culture that is characterized by Commitment, Accountability, Respect, Excellence, and Empowerment.

Include the following. Other duties may be assigned. The order of the duties listed does not represent the importance and/or percentage of time dedicated to each duty.

PEOPLE MANAGEMENT
• Motivate, coach, develop, and support direct reports; ensure leaders are effectively overseeing their teams and/or meeting job expectations in a timely manner
• Conduct documented weekly & monthly 1:1s, along with daily hands-on support
• Develop and track goals and standards of performance for each team role
• Manage staff relations, including performance management, and employee satisfaction
• Ensure administrative bookkeeping and reports are accurate and up to date; create and maintain files on each employee’s performance as they relate to attendance, productivity, quality monitoring, CSAT, FCR, and documented notes and/or write-ups pertaining to employee interactions/disciplinary discussions
• Conduct disciplinary actions, including terminations
• Overseeing the monthly incentive program/pay for performance
• Lead the development of effective rewards and recognition programs

OPERATIONS
• Handle the coordination of recruiting for the CSC and partner with the Supervisors to interview candidates
• Develop policies and procedures
• Point person for On-boarding and Off-boarding of employees, manage facility access forms and desk assignments
• Point person working with IT, escalating IT issues and communications to the appropriate people
• Perform ad hoc reports and analysis to improve the overall performance of the contact center and gain an understanding of business trends.
• Create, monitor, and analyze daily, weekly, and monthly management reports and dashboards
• General oversight of timecards and payroll for the department
• Create timely action plans when department targets and KPIs are not met
• Assist with the design and implementation of performance improvement initiatives, processes, programs and technologies designed to deliver measurable and sustainable results
• Create and update SOPs
• Conduct monthly leadership meetings to review month-end results with Customer Service Supervisor, Team Leads
• Translate business strategies into deliverable objectives for direct reports and staff
• Prepare reports for Senior Management

WORKFORCE MANAGEMENT
• Leverage workforce management software to review data, design plans, and measure results and trends to provide forecast
• Implement contact center optimization, staffing levels, and continual improvements to increase efficiency and effectiveness
• Manages Time Off Request Approvals, Sick Line, Vacation Calendar,
• Manage Schedules and Attendance Tracker for all employees
• Assist with maintaining service level requirements in accordance with ViaPlus’ objectives and KPIs
• Monitor and manage real-time stats and partner with leaders to implement actions as needed and in a timely manner
• Adjust productivity reports when reps are in Training, Front Counter, etc.
• Schedules training, meetings, and other off-phone events
• Manages intra-day staffing levels and determines the most effective levels for staffing adjustments; ensures schedules are updated and communicated.
• Creates core staffing requirements and schedules based on historical trends
• Proactively offer overtime, voluntary time off, training times, etc., based on trending patterns and volumes

QUALITY ASSURANCE & TRAINING
• Partner with Quality Assurance Manager and QA/Training Lead to ensure expectations are aligned
• Responsible for meeting CSC Quality Assurance, First Call Resolution, and CSAT monthly KPI expectations
• Provide direction, development, and tracking of reporting pertaining to QA, FCR, and CSAT initiatives to ensure daily, weekly, and monthly expectations are being met
• Provide guidance and direction on scoring guidelines for final decisions related to QA scoring disputes sessions

COMMUNICATION
• Ensures clear communication up and down the organization
• Facilitate the communication of new information to all Supervisors, Leads, and CSRs on a timely basis, ensuring understanding and consistency of handling by all assigned employees.

OTHER DUTIES AND RESPONSIBILITIES
• Meets deadlines and follows up in a timely manner
• Act as a team player and role model for all employees
• Is back up for Customer Service Operations Manager
• Model expectations of punctuality and attendance
• Interact with third-party vendors as processes require
• Ensure overall client satisfaction and respond to clients requests to support business reviews and proposals
• Present information clearly, professionally, and error-free
• Handles escalated calls when complex customer issues cannot be solved by Customer Service Supervisor

QUALIFICATIONS:
• Strong understanding of call center and customer service metrics
• Full understanding of process improvement methodologies, project planning, and documentation
• Proven experience with using email, phone, text, and live chat to manage the call center operation
• Proven leadership and interpersonal skills, plus a demonstrated ability to manage, develop, and motivate a team of up to 45+ CSRs, and direct reports consisting of Supervisors, and Team Leads
• Excellent oral and written communication skills, including the ability to present to senior leadership
• Outstanding organizational skills with the ability to juggle multiple projects and priorities; must work well in a dynamic, fast-paced work environment
• Strong analytical abilities to facilitate proactive performance, goal achievement, and bottom-line objectives
• Proven experience and understanding of California state laws around employee relations, ADA, FMLA, LOA, and HR policies
• Proficient in all applicable computer software, i.e., Word, Excel, PowerPoint, Outlook, as well as
• IVR/ACD/contact center reporting and VOIP platforms
• Must possess the ability to train, manage, and motivate staff members
• Strong business acumen, with the ability to use good judgment
• Long-sightedness: understands solutions for current problems but also thinks ahead, tries to prevent problems that may arise in the future
• Time-management skills be able to prioritize workload and delegate tasks when needed
• Coaching skills: be able to train and develop their team members
• Ability to motivate and engage others
• Organization skills
• Conflict resolution skills

EDUCATION & EXPERIENCE:
• BA/BS required, or equivalent work experience with a proven track record
• Minimum of five (5) years of experience, managing complex multi-channel, multi-function contact center
• Five (5) years of experience leading a customer-focused team within a fast-paced environment
• Ability to deal with ambiguity and uncertainty
• Thrives in changing business environment, flexible and committed

Preferred, but not required:
• Previous Toll experience is a plus
• Two (2) to five (5) years of experience implementing or working on projects
• Previous Training, Quality Assurance, and Workforce Management experience
• Bilingual in Spanish
• Previous experience with Genesys and Proponisi.

SUPERVISORY RESPONSIBILITIES
This position has supervisory responsibilities. People management: They act as a people manager by partnering within the organization to attract the right professional services leadership and talent to ensure their team is staffed according to requirements and all team members are fully utilized. They ensure that employees reporting to them are engaged and understand their career opportunities, by taking responsibility for the development and training of their team members.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.

About the Company

ViaPlus by VINCI Highways

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