Call Center Manager at ViaPlus by VINCI Highways Corona, CA

Job Responsibilities Reporting to the Customer Service Operations Manager, the Customer Service Manager will manage Customer Service Supervisors and Leads, and run day‑to‑day operations for our Customer Service Call Center, Walk‑in Center, Transponder department, and Mail Room located at the Corona and Anaheim facilities. The role is responsible for consistently achieving key performance indicator metrics and managing the operations for the entire CSC, ensuring fair, consistent, and best‑in‑class support for employees and customers. The Customer Service Manager will also utilize a continuous improvement mindset to manage voice, email, face‑to‑face, chat, text, and online support channels, instilling a customer‑focused culture characterized by Commitment, Accountability, Respect, Excellence, and Empowerment. People Management: Motivate, coach, develop, and support direct reports; ensure leaders effectively oversee teams and meet job expectations. Conduct documented weekly and monthly 1:1s, along with daily hands‑on support. Develop and track goals and performance standards for each team role. Manage staff relations, including performance management and employee satisfaction. Ensure accurate administrative bookkeeping and reports; maintain performance files on attendance, productivity, quality monitoring, CSAT, FCR, and disciplinary discussions. Conduct disciplinary actions, including terminations. Oversee monthly incentive program/pay for performance. Lead development of effective rewards and recognition programs. Operations: Handle coordination of recruitment for the CSC and interview candidates with Supervisors. Develop policies and procedures. Serve as point person for On‑boarding and Off‑boarding, manage facility access forms and desk assignments. Work with IT to resolve and communicate IT issues. Perform ad‑hoc reports and analysis to improve contact center performance and understand business trends. Create, monitor, and analyze daily, weekly, and monthly management reports and dashboards. Oversee timecards and payroll for the department. Develop action plans when department targets and KPIs are not met. Assist with design and implementation of performance improvement initiatives, processes, programs, and technologies. Create and update SOPs. Conduct monthly leadership meetings to review month‑end results with Supervisors and Team Leads. Translate business strategies into deliverable objectives for direct reports. Prepare reports for Senior Management. Workforce Management: Leverage workforce management software to review data, design plans, and measure results to forecast staffing. Implement contact center optimization, staffing levels, and continual improvements for efficiency and effectiveness. Manage Time Off Request Approvals, Sick Line, Vacation Calendar. Manage schedules and attendance tracker for all employees. Maintain service level requirements in accordance with ViaPlus objectives and KPIs. Monitor and manage real‑time stats; partner with leaders to implement actions as needed. Adjust productivity reports when reps are in training, front counter, etc. Schedule training, meetings, and off‑phone events. Manage intra‑day staffing levels and determine effective adjustments. Create core staffing requirements and schedules based on historical trends. Proactively offer overtime, voluntary time off, and training times based on trending patterns and volumes. Quality Assurance & Training: Partner with QA Manager and QA/Training Lead to align expectations. Meet CSC Quality Assurance, First Call Resolution, and CSAT monthly KPI expectations. Develop and track reporting on QA, FCR, and CSAT initiatives. Provide guidance on scoring guidelines for QA scoring disputes sessions. Communication: Ensure clear communication up and down the organization. Facilitate communication of new information to Supervisors, Leads, and CSRs in a timely basis. Other Duties and Responsibilities: Meet deadlines and follow up promptly. Act as a team player and role model for all employees. Serve as backup 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 client requests for business reviews and proposals. Present information clearly, professionally, and error‑free. Handle escalated calls for complex customer issues beyond the Supervisor’s scope. Other Duties and Responsibilities Meet deadlines and follow up promptly. Act as a team player and role model for all employees. Serve as backup 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 client requests for business reviews and proposals. Present information clearly, professionally, and error‑free. Handle escalated calls for complex customer issues beyond the Supervisor’s scope. Work Environment Regularly required to use hands and reach, hear, and talk. The employee will work and navigate on a computer. Occasionally required to stand, sit, stoop, kneel, crouch, and walk. May occasionally lift and/or move up to 20 pounds. Work environment is usually moderate to loud. Supervisory Responsibilities This position has supervisory responsibilities. People management includes attracting the right professional services leadership and talent, ensuring staffing meets requirements, fully utilizing team members, and developing and training the team. Employees reporting to the role are engaged and understand their career opportunities. Qualifications Strong understanding of call center and customer service metrics. Full understanding of process improvement methodologies, project planning, and documentation. Proven experience using email, phone, text, and live chat to manage the call center operation. Proven leadership and interpersonal skills; ability to manage, develop, and motivate a team of up to 45+ CSRs and direct reports (Supervisors, Team Leads). Excellent oral and written communication skills; can present to senior leadership. Outstanding organizational skills; handle multiple projects and priorities in a dynamic, fast‑paced 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 Word, Excel, PowerPoint, Outlook, IVR/ACD/contact center reporting and VOIP platforms. Ability to train, manage, and motivate staff members. Strong business acumen; good judgment and long‑sightedness to prevent future problems. Time‑management skills; prioritize workload and delegate tasks. Coaching skills to train and develop team members. Ability to motivate and engage others; conflict resolution skills. Organization 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 in a fast‑paced environment. Ability to deal with ambiguity and uncertainty; thrives in a changing business environment, flexible and committed. Preferred, but not required Previous toll experience. 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. #J-18808-Ljbffr