Contact Call Center Manager - 172484

ZP Group; Raleigh (NC); Hybrid; USD 90,000 - 100,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k)

Paid time off

Sick leave as required by law

Job summary

Piper Companies is seeking a Contact Call Center Manager for the Raleigh-Durham, North Carolina area. This hybrid role requires onsite presence several days per week to lead daily contact center operations and develop frontline supervisors and associates while ensuring top-tier customer experience and meeting performance goals.

The ideal candidate will be a hands-on leader with strong operational expertise, a passion for coaching teams, and experience managing metrics.

Qualifications

• 5+ years of experience leading a contact/call center or large team
• Ability to coach and develop supervisors and agents to meet KPIs
• Strong knowledge of call center metrics, reporting and performance management

Responsibilities

• Manage day-to-day operations of a contact/call center supporting inbound and outbound interactions
• Lead, coach, and develop supervisors and agents to achieve performance, quality, and customer satisfaction goals
• Monitor KPIs such as AHT, SLAs, QA scores, CSAT, and staffing levels; partner with workforce management
• Implement process improvements to enhance efficiency, service quality, and employee engagement
• Handle escalated customer issues and ensure timely resolution
• Collaborate with training, quality, and operations leadership; ensure regulatory compliance

Skills

Call center leadership

Team coaching

Performance management

Customer service excellence

Communication skills

Hybrid work experience

Tools

CRM platforms

Contact center technologies

Job description

Piper Companies is seeking a Contact Call Center Manager for a leading organization within the Raleigh Durham, North Carolina area. The Contact Call Center Manager role is a hybrid position requiring onsite presence several days per week. The Contact Call Center Manager will oversee daily contact center operations, lead and develop frontline supervisors and associates, and ensure exceptional customer experience while meeting performance, quality, and efficiency goals. An ideal candidate for the Contact Call Center Manager role is a hands-on leader with strong operational expertise and a passion for team development and service excellence.

Responsibilities of the Contact Call Center Manager:

• Manage day-to-day operations of a contact/call center supporting inbound and outbound customer interactions.
• Lead, coach, and develop supervisors and agents to achieve performance, quality, and customer satisfaction goals.
• Monitor and analyze key performance indicators including AHT, SLAs, QA scores, CSAT, and staffing levels.
• Partner with workforce management to ensure proper scheduling, forecasting, and resource utilization.
• Implement process improvements to enhance efficiency, service quality, and employee engagement.
• Handle escalated customer issues and ensure timely and effective resolution.
• Collaborate with cross-functional teams including training, quality, and operations leadership.
• Ensure compliance with company policies, procedures, and regulatory requirements.

Qualifications of the Contact Call Center Manager:

• 5+ years of experience in a contact center or call center leadership role.
• Proven experience managing supervisors and/or large teams of customer service representatives.
• Strong knowledge of call center metrics, reporting, and performance management.
• Excellent communication, coaching, and conflict resolution skills.
• Experience working in a hybrid environment with onsite leadership responsibilities.
• Proficiency with contact center technologies and CRM platforms.

Compensation for the Contact Call Center Manager includes:

• Salary range: $90,000 – $100,000 depending on experience
• Comprehensive benefits package including medical, dental, vision, 401(k), PTO, Sick Leave as required by law
• This job opens for applications on 08/20/2026. Applications for this job will be accepted for at least 30 days from the posting date.