Senior Program Manager - Tolling Operations Customer Support

Overview

Who We Are 

At InteLogix, we are passionate about empowering individuals and organizations to achieve their full potential.  As a trusted leader in our industry, we are committed to providing innovative solutions and exceptional service that make a positive impact.  We believe in the power of teamwork, integrity, and the commitment to excellence.  Join us at InteLogix and be part of a dynamic organization that strives to create a brighter future, one where our collective efforts shape and empower the world around us.  Together, we can make a difference. 

The Opportunity 

We are currently seeking an accomplished Program Senior Manager to lead tolling operations for a large, strategic customer in North Carolina.  The ideal candidate will have proven success leading multi-site contact center operations including customer service and collections, as well as back-office operations such as case management, invoice processing and review, image review, and transponder fulfillment.  In addition, experience managing various project support functions such as finance, HR and recruiting, and workforce planning is required.  Finally, experience leading technological innovation in the contact center / back-office environment (such as implementation of omnichannel communication strategies and self-service options) is highly preferred. 

Responsibilities

Operational Management: 

• Provide direct oversight of the Contact Center and Back Office teams, including staff performance management, training and development, and scheduling. 
• Implement and maintain high standards for customer service, ensuring timely and accurate resolution of inquiries and complaints. 
• Analyze call center metrics and identify opportunities for improvement in efficiency, effectiveness, and customer satisfaction. 
• Develop and implement operational plans and procedures for both the Contact Center and Back Office functions. 
• Oversee technology implementations for the Contact Center and Back Office, ensuring smooth integration and user adoption. 

Financial Management: 

• Develop and manage annual budgets for the project ensuring all financial targets are achieved. 
• Implement cost-containment strategies while maintaining service excellence. 
• Conduct monthly financial reviews and reforecasts to identify areas for cost savings and revenue optimization. 
• Work closely with field FP&A team to ensure accurate financial reporting for Contact Center and Back Office activities. 
• Constantly collaborate with Workforce Management, Talent Acquisition, and Training teams to ensure quantity and quality of staffing is consistently achieved. 

Program Management & Leadership: 

• Work with key internal and client stakeholders to develop and implement strategic objectives for the program. 
• Lead cross-functional teams including finance, HR, marketing, operations, and workforce management to achieve program goals and objectives. 
• Identify and manage risks associated with Contact Center and Back Office operations. 
• Proactively address customer concerns and complaints. 
• Foster a positive and results-oriented work environment for Contact Center and Back Office teams. 
• Provide clear and concise communication to all stakeholders, including senior management. 
• Stay abreast of industry best practices and emerging technologies in the contact center and back-office space. 

Qualifications

• Bachelor's degree in Business Administration, Operations Management, or other related field. 
• Minimum 7-10 years of experience in contact center and/or back-office operations management. 
• Proven track record of success in driving operational efficiency, improving customer service, and managing budgets. 
• Strong understanding of contact center and back-office technologies along with experience implementing those technologies. 
• Excellent communication, interpersonal, and leadership skills. 
• Ability to manage multiple priorities in a fast-paced environment. 
• Demonstrated ability to lead and motivate a team. 
• Experience working with a state or government agency a plus. 
• Experience with tollway operations a plus. 

All job offers are contingent upon completion of drug and background checks.