Top 1 Office operations manager Jobs in Concord Nh

Back Office Operations Manager – Tolling Operations
WSP —Concord, NH
- 7 years
- Bachelor's degree
- US work authorization
- Disability insurance
- Health insurance

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Back Office Operations Manager – Tolling Operations
WSP —Concord, NH
Familiarity with contact center tools and reporting platforms. Lead supervisors, team leads, and frontline staff. Support audits and compliance initiatives.

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Back Office Operations Manager – Tolling Operations

WSP -
Concord, NH

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Job Details

Benefits

Disability insurance
Health insurance
Dental insurance
Vision insurance

Qualifications

Vendor relationship building
Stakeholder engagement
Staff supervision
Serving clients
Managing teams in a customer support role
Staff scheduling
Team scheduling
Metrics Reporting
Frontline customer support management
Leading team collaboration initiatives
Call center management
Staffing management
Stakeholder management
Strategic workforce planning

Full Job Description

WSP is initiating a search for a Back Office Operations Manager – Tolling Operations!

This role will be located out of Concord, NH.

Position Summary

WSP is seeking a Back Office Operations Manager to lead day-to-day operations for a high-volume customer service organization supporting complex, transaction-based services. The Contact Center Manager is accountable for delivering exceptional customer experience while consistently meeting and exceeding KPIs and SLAs related to responsiveness, quality, compliance, and productivity. This role partners closely with technology, operations, finance, and client stakeholders to ensure operational readiness, performance stability, and continuous improvement across all customer contact channels.

Operational Leadership & Service Delivery

Lead end-to-end contact center operations across inbound and outbound channels
Over see all operations of Customer Walk in Centers
Establish operational rhythms including daily huddles and performance reviews
Ensure compliance with SOPs and customer service standards
Drive readiness for new initiatives and operational changes

KPI / SLA Performance Management

Own and drive performance against KPIs and SLAs
Monitor service levels such as ASA, AHT, FCR, CSAT and adherence
Implement corrective actions to address performance gaps

Workforce Management & Planning

Support forecasting, scheduling, and staffing models
Manage intraday staffing and adherence

People Leadership & Development

Lead supervisors, team leads, and frontline staff
Implement coaching and performance management frameworks

Process, Compliance & Controls

Ensure compliance with regulatory and operational requirements
Maintain SOPs and audit documentation

Technology & Cross-Functional Collaboration

Partner with IT and product teams on system enhancements
Support system testing, releases, and operational readiness

Vendor Coordination

Assist with managing vendor relationships and performance

Required Qualifications

Bachelor’s degree or equivalent experience
7+ years of contact center experience with 3+ years in leadership roles
Proven experience managing KPIs and SLAs in high-volume environments

Required Skills

Strong knowledge of contact center operations and customer service models
Experience interpreting and improving performance metrics
Workforce management and scheduling knowledge
Leadership, communication, and stakeholder management skills

Key Success Factors

Consistently meets or exceeds SLAs and KPIs
Builds high-performing and engaged teams

#LI-MC1

About WSP

WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.

www.wsp.com

WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.

At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?

WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.

The selected candidate must be authorized to work in the United States.

NOTICE TO THIRD PARTY AGENCIES:

WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.

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office operations manager jobs in concord nh

Back Office Operations Manager – Tolling Operations

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