Hybrid Call Center Manager: Lead CX & Operations

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

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k)

PTO

Sick Leave

Job summary

Piper Companies is seeking a Contact Call Center Manager for a leading organization in the Raleigh-Durham, North Carolina area. This hybrid role requires onsite presence several days per week to lead daily operations and develop frontline supervisors and agents.

The ideal candidate has 5+ years of call center leadership, strong metrics knowledge, and experience with CRM platforms. Compensation ranges from $90,000 to $100,000 plus comprehensive benefits and a focus on service excellence.

Qualifications

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

Responsibilities

• Manage day-to-day operations of a contact center supporting inbound and outbound interactions.
• Lead, coach, and develop supervisors and agents to meet performance and CSAT goals.
• Monitor KPIs such as AHT, SLAs, QA scores, CSAT, and staffing levels.
• Collaborate with workforce management for scheduling, forecasting, and resource utilization.
• Implement process improvements to enhance efficiency and service quality.
• Handle escalated customer issues and ensure timely resolution.
• Collaborate with training, quality, and operations leadership.
• Ensure compliance with policies, procedures, and regulatory requirements.

Skills

Communication

Coaching

Conflict resolution

Call center metrics

Tools

CRM platforms

Job description

Piper Companies is seeking a Contact Call Center Manager for a leading organization in the Raleigh-Durham, North Carolina area. This hybrid role requires onsite presence several days per week to lead daily operations and develop frontline supervisors and agents.

The ideal candidate has 5+ years of call center leadership, strong metrics knowledge, and experience with CRM platforms. Compensation ranges from $90,000 to $100,000 plus comprehensive benefits and a focus on service excellence.