Contact Call Center Manager - 172484

Piper Companies; Raleigh (NC); Hybrid; USD 90,000 - 100,000; Full time

Job summary

Piper Companies is seeking a Contact Call Center Manager in the Raleigh‑Durham area. This hybrid role requires onsite presence several days per week and focuses on overseeing daily contact center operations while developing frontline supervisors and agents.

You'll monitor KPIs, coach staff, collaborate with workforce management, and drive improvements to service quality and efficiency, ensuring compliance with policies and regulatory requirements.

Qualifications

• 5+ years in a contact/call center leadership role.
• Proven ability to lead supervisors and large teams of agents.
• Strong knowledge of call center metrics, reporting, and performance management.

Responsibilities

• Manage day‑to‑day operations of a contact/call center
• Lead, coach, and develop supervisors and agents to achieve goals
• Monitor and analyze KPIs such as AHT, SLAs, QA scores, CSAT, and staffing levels
• Partner with workforce management to ensure scheduling, forecasting, and resource utilization
• Implement process improvements to enhance efficiency, service quality, and engagement
• Handle escalated customer issues and ensure timely resolution
• Collaborate with training, quality, and operations leadership
• Ensure compliance with company policies, procedures, and regulatory requirements

Skills

Call center leadership

Team coaching

KPIs & metrics

CRM platforms

Hybrid work experience

Communication skills

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.

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