Call Center Manager - North Carolina

Senture; Raleigh (NC); Hybrid; USD 90,000 - 125,000; Full time

Job summary

Senture, a TP company, is seeking a Call Center Manager to lead a customer contact center with a focus on engagement, performance, and continuous improvement. The role oversees supervisors, team leads, and support staff, aligning SLAs with client expectations and contractual obligations.

The ideal candidate will manage budgets, drive KPI performance, and coordinate with HR, Finance, WFM, Quality, Training, and IT to achieve operational excellence.

Qualifications

• Bachelor's degree or equivalent leadership-focused experience.
• 5+ years of progressive leadership in a contact center or customer service environment.
• 3+ years leading leaders (supervisors/managers/team leads).
• Proven client relationships and SLA performance experience.
• Strong understanding of contact center ops, workforce management, QA, reporting, and performance metrics.
• Experience analyzing operational data and driving improvements.
• Advanced proficiency with Microsoft Office (Excel, PowerPoint, Word).
• Excellent verbal, written, and interpersonal communication skills.
• Ability to pass background checks and drug screenings.

Responsibilities

• Lead and develop supervisors, team leads, and staff to foster a high-performing, customer-focused culture.
• Manage day-to-day contact center operations including staffing, scheduling, workflow, and resource allocation to meet goals.
• Monitor and drive performance against KPIs: service levels, quality, productivity, efficiency, attendance, customer satisfaction.
• Analyze trends, identify gaps, implement corrective actions and improvements.
• Serve as primary client contact for escalations, reviews, and performance reporting.
• Manage budgets, planning, and resources for efficiency and cost effectiveness.
• Collaborate with HR, Finance, WFM, Quality, Training, and IT to support objectives.
• Ensure compliance with policies, client requirements, and regulations.
• Oversee risk management, audits, and business continuity.

Skills

Leadership

Customer service operations

SLA management

Analytics

Communication

Team development

Problem-solving

Background checks

Education

Bachelor's degree in Business Administration, Management, Communications, or related field

Tools

Microsoft Office Suite

Job description

Overview

The Call Center Manager is responsible for the overall leadership, management, and performance of a customer contact center operation. This role provides strategic and operational oversight for all program-related activities, ensuring contractual obligations, client expectations, service levels, quality standards, and business objectives are consistently achieved.

The Call Center Manager leads a team of supervisors, team leads, and support staff while fostering a high-performance culture focused on employee engagement, operational excellence, customer satisfaction, and continuous improvement. This position serves as the primary liaison between internal stakeholders and clients, ensuring alignment with organizational goals and contractual requirements.

While this position allows remote work, the individual must reside within the state of North Carolina and travel to client sites as needed.

This position is contingent upon contract award and funding approval. Candidates may be interviewed and selected in advance; however, employment and start dates are dependent upon successful contract award and operational need.

Qualifications

Required

• Bachelor's degree in Business Administration, Management, Communications, or a related field; equivalent experience may be considered.
• Minimum of 5 years of progressive leadership experience in a contact center or customer service environment.
• Minimum of 3 years of experience managing leaders (supervisors, managers, or team leads).
• Demonstrated experience managing client relationships and operational performance within established service level agreements (SLAs).
• Strong understanding of contact center operations, workforce management, quality assurance, reporting, and performance metrics.
• Experience analyzing operational data and implementing performance improvement initiatives.
• Advanced proficiency with Microsoft Office Suite, including Excel, PowerPoint, and Word.
• Excellent verbal, written, presentation, and interpersonal communication skills.
• Strong problem-solving, decision-making, and organizational abilities.
• Ability to pass any required background checks and drug screenings

Preferred

• Experience within a BPO, outsourcing, or high-volume contact center environment.
• Lean Six Sigma, PMP, COPC, or other operational improvement certification.
• Experience with workforce management platforms, quality monitoring systems, CRM platforms, and contact center reporting tools.
• Experience managing remote, hybrid, or geographically dispersed teams.

Responsibilities

• Lead and develop supervisors, team leads, and support staff while fostering a positive, high-performing, and customer-focused culture.
• Manage day-to-day contact center operations, including staffing, scheduling, workflow management, and resource allocation to achieve service and contractual goals.
• Monitor and drive performance against key metrics (KPIs), including service levels, quality, productivity, efficiency, attendance, and customer satisfaction.
• Analyze operational trends, identify performance gaps, and implement corrective actions and continuous improvement initiatives.
• Serve as the primary point of contact for client escalations, operational reviews, and performance reporting.
• Manage departmental budgets, workforce planning, and operational resources to maximize efficiency and cost effectiveness.
• Partner with Human Resources, Finance, Workforce Management, Quality, Training, and IT to support business objectives and operational success.
• Ensure compliance with company policies, client requirements, contractual obligations, and applicable regulations.
• Oversee risk management, incident reporting, audit readiness, and business continuity efforts.
• Prepare and present operational reports, business reviews, and performance updates to clients and executive leadership.
• Lead special projects and strategic initiatives while driving process improvements and operational excellence.

This position is contingent upon contract award and funding approval. Candidates may be interviewed and selected in advance; however, employment and start dates are dependent upon successful contract award and operational need.

Senture, a TP company is home to a global family with people from various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.