Hybrid Call Center Manager: Customer Experience Leader

Zachary Piper Solutions; Durham (NC); Hybrid; USD 90,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Paid time off

Sick leave as required by law

Job summary

Piper Companies is seeking a Manager, Customer Service (Call Center) in the Raleigh-Durham, North Carolina area. This hybrid role requires regular onsite presence and leads day-to-day call center operations to deliver a high-quality customer experience.

The ideal candidate has 5+ years in a call center leadership role, strong metrics experience, and excellent communication and coaching skills. Proficiency with CRM platforms and workforce management tools is beneficial.

Qualifications

• 5+ years of experience in a contact center or call center leadership role.
• Strong understanding of call center metrics, reporting, and performance management.
• Excellent communication, coaching, and problem-solving skills.
• Experience working in a hybrid environment with onsite leadership responsibilities.

Responsibilities

• Oversee day-to-day operations of a contact/call center handling inbound and outbound customer interactions.
• Lead, coach, and develop supervisors and customer service representatives to achieve service and performance goals.
• Monitor and manage key performance indicators including SLAs, AHT, QA scores, CSAT, and productivity metrics.
• Partner with workforce management to support scheduling, forecasting, and staffing optimization.
• Drive continuous improvement initiatives to enhance efficiency, service quality, and employee engagement.
• Handle escalated customer issues and ensure timely and effective resolution.
• Collaborate with training, quality, and operational leadership to ensure consistent service delivery.
• Ensure compliance with internal policies, procedures, and applicable regulations.

Skills

Call center metrics

Communication

Hybrid leadership

CRM tools

Tools

CRM platforms

Workforce management tools

Job description

Piper Companies is seeking a Manager, Customer Service (Call Center) in the Raleigh-Durham, North Carolina area. This hybrid role requires regular onsite presence and leads day-to-day call center operations to deliver a high-quality customer experience.

The ideal candidate has 5+ years in a call center leadership role, strong metrics experience, and excellent communication and coaching skills. Proficiency with CRM platforms and workforce management tools is beneficial.