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 d evelop 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.

Position Category Management

Job Location US-NC-Morrisville

Minimum Pay Rate USD $100,000.00/Yr.

Max USD $145,000.00/Yr.