WSP in the U.S. · 19 hours ago
Senior Coordinator, Tolling
Oakland, CA
Full-time
Onsite
Mid, Senior Level
$49K/yr - $84K/yr
1+ years expWSP USA is one of the world's leading engineering and professional services firms, dedicated to serving local communities. The Senior Coordinator, Tolling will oversee the Customer Service Center operations in Concord, CA, ensuring staff coverage, meeting customer service standards, and managing escalated customer issues while providing support and development to the team.
Non ProfitE-CommerceBankingAssociation
Responsibilities
Supervise, coordinate, and schedule the activities of customer service representatives and leads
Prepare and provide customer service performance statistics, monitor customer service attendance, provide career path progress, provide career development for staff, and provide remedial training
Responsible for implementing directives of CSC Operations Manager regarding the achievement of key performance indicators (KPI)
Resolve customer disputes with upset/escalated customers. Answer questions and recommend corrective services to address customer complaints and research resolutions and/or redirect issues when appropriate
Process quality checks on daily work for Customer Service Representatives and provide immediate coaching, refresher training, and feedback on processes
Review productivity metrics to identify anomalies and trends and proactively address relevant issues
Monitor phone activity in the system to ensure proper handling and adherence to policies and procedures
Provide employee development, through constructive feedback, coaching, training/developing, and applying mentorship techniques
Provide employee development where needed to ensure all staff meet all minimum performance requirements. Deliver corrective action and/or disciplinary measures when needed to staff. Monitor and provide constant feedback on career path development for staff
Perform various projects assigned by the CSC Operations Manager such as end-of-day procedures, call audits, service recovery, email stats, and miscellaneous reporting
Monitor phone queues and service levels on a real-time basis to identify situations where additional resources may be needed to maintain service levels, consult with call center management to determine the best course of action to fill resource needs/maintain service levels
Provide real-time status anomalies to operations
Track, report, and call out real-time adherence issues
Provide shift reports to management with the service level and abandon rate explanations for any day where KPIs are missed
Build strong interpersonal relationships with internal clients
Work independently and in a team environment
Determine operational objectives by studying business functions, gathering information, evaluating output requirements and formats
Recommend system improvements by studying current practices and system functions
Troubleshoot and document operational, process, and system defects
Manage timely flow of business intelligence information to users
May be assigned additional duties as needed to support the operations of the CSC
Qualification
Required
Ability to analyze and interpret moderately complex data using workforce management software
Ability to work with peers and other teams to achieve performance goals and objectives
Proficient personal computer skills including Microsoft Office
Ability to communicate effectively with all levels of management and company personnel
Ability to prioritize and organize work in a multitasked environment
Ability to make decisions and solve problems under pressure
Ability to perform in a fast-paced and dynamic work environment
Ability to maintain the highest level of confidentiality and professionalism
Knowledge of card order processing and fulfillment
Excellent oral/written communication skills are required, including demonstrated ability to package analytical results into an executive summary and present them to senior leadership
Experience with MS Word, Excel, and PowerPoint required; experience with other MS Office products such as Visio and Access a plus
High School Diploma or General Education (GED)
One (1) year or more of customer service experience required
Preferred
Experience in managing within a transportation environment is preferred
One (1) year Lead or Supervisor experience preferred
Bilingual in Spanish is a plus
Bilingual in Mandarin/Cantonese is a plus
Benefits
Medical
Dental
Vision
Disability
Life
Retirement savings
Paid sick leave
Paid vacation (or other personal time)
Paid parental leave
Paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings
Company
WSP in the U.S.
What if you could shape built and natural environments – and the future of those that use them? With us, you can.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Lewis (Lou) Cornell
President and Chief Executive Officer
Andrew Esposito
Chief Financial Officer
Recent News
2023-05-11
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