Call Center Manager

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 the Customer Service Call Center, Walk‑in Center, Transponder department, and Mail Room in the Corona and Anaheim facilities. The role ensures consistent achievement of key performance indicators and fair, best‑in‑class support for employees and customers. People Management Motivate, coach, develop, and support direct reports. Conduct documented weekly and monthly 1:1s and provide daily hands‑on support. Develop and track goals and performance standards for each team role. Manage staff relations, performance management, and employee satisfaction. Maintain accurate administrative bookkeeping, attendance, productivity, quality monitoring, CSAT, FCR, and disciplinary records. Conduct disciplinary actions, including terminations. Oversee the monthly incentive program/pay for performance. Lead the development of effective rewards and recognition programs. Operations Coordinate recruitment for the CSC and interview candidates with Supervisors. Develop policies and procedures. Serve as the point person for onboarding/offboarding, facility access forms, and desk assignments. Act as the liaison with IT to resolve IT issues. Perform ad hoc reports and analyses to improve overall contact center performance. Create, monitor, and analyze daily, weekly, and monthly management reports and dashboards. Oversee timecards and payroll for the department. Develop action plans when targets and KPIs are not met. Assist with design and implementation of performance improvement initiatives, processes, programs, and technologies. Update SOPs and conduct monthly leadership meetings with Supervisors and 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. Implement contact center optimization and staffing level improvements. Manage time‑off request approvals, sick line, and vacation calendar. Maintain schedules and attendance tracker for all employees. Assist with maintaining service level requirements per ViaPlus objectives and KPIs. Monitor and manage real‑time stats and partner with leaders for timely action. Adjust productivity reports for reps in training, front counter, etc. Schedule training, meetings, and other off‑phone events. Manage intra‑day staffing levels and communicate scheduling updates. Create core staffing requirements and schedules based on historical trends. Offer overtime, voluntary time off, and training times proactively. Quality Assurance & Training Partner with the Quality Assurance Manager and QA/Training Lead to align expectations. Ensure CSC Quality Assurance, First Call Resolution, and CSAT KPIs are met. Develop and track reporting for QA, FCR, and CSAT initiatives. Provide guidance on scoring guidelines for QA scoring disputes sessions. Communication Ensure clear communication within the organization. Facilitate timely dissemination of new information to Supervisors, Leads, and CSRs. Other Duties and Responsibilities Meet deadlines and follow up timely. Act as a team player and role model. Serve as backup for the 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. Qualifications Strong understanding of call center and customer service metrics. Full understanding of process improvement methodologies, project planning, and documentation. Proven experience managing email, phone, text, and live chat for call center operations. 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, including presentation to senior leadership. Outstanding organizational skills; ability to juggle multiple projects and priorities in a fast‑paced environment. Strong analytical abilities to facilitate proactive performance, goal achievement, and bottom‑line objectives. Proven experience and understanding of California state laws regarding employee relations, ADA, FMLA, LOA, and HR policies. Proficiency in Word, Excel, PowerPoint, Outlook, and IVR/ACD/contact center reporting and VOIP platforms. Must possess ability to train, manage, and motivate staff members. Strong business acumen with good judgment. Long‑sightedness: anticipates solutions for current problems and foresees future issues. Time‑management skills; able to prioritize workload and delegate tasks. Coaching skills: train and develop team members. Ability to motivate and engage others. Conflict resolution skills. Education & Experience BA/BS required, or equivalent work experience with a proven track record. Minimum five (5) years of experience managing a complex, multi‑channel, multi‑function contact center. Five (5) years of experience leading a customer‑focused team in a fast‑paced environment. Ability to handle ambiguity and uncertainty; thrives in a changing business environment, flexible and committed. Preferred (but not required) Previous tolling experience. Two to five (2‑5) 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. The Customer Service Manager mentors and partners with the organization to attract the right professional services talent, ensuring the team is staffed to meet requirements and fully utilized. They are responsible for employee engagement and career development through training and mentorship. Work Environment The work environment is moderate to loud. The employee is regularly required to use hands and reach, hear, talk, work with a computer, stand, sit, stoop, kneel, crouch, walk, and occasionally lift or move up to 20 pounds. #J-18808-Ljbffr ViaPlus by VINCI Highways