Hybrid Call Center Manager: Elevate CX & Team Excellence

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 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.