Hybrid Call Center Manager: Lead Service Excellence

ZP Group; Durham (NC); Hybrid; USD 90,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) plan

PTO

Sick leave

Job summary

Piper Companies in the Raleigh-Durham, North Carolina area is seeking a Manager, Customer Service (Call Center) to lead daily call center operations in a hybrid role with regular onsite presence.

The ideal candidate has 5+ years of contact center leadership, strong coaching skills, and a track record of improving customer satisfaction through metrics-driven management. You will oversee supervisors, monitor KPIs, and champion continuous process improvements while ensuring regulatory compliance.

Qualifications

• 5+ years in a contact center leadership role.
• Experience managing supervisors and large teams.
• Strong understanding of call center metrics and performance management.
• Excellent communication, coaching, and problem-solving skills.
• Experience in a hybrid environment with onsite leadership responsibilities.
• Experience with CRM platforms and WFM tools.

Responsibilities

• Oversee day-to-day operations of the call center.
• Lead, coach, and develop supervisors and agents to meet goals.
• Monitor KPIs including SLAs, AHT, QA scores, CSAT, and productivity.
• Partner with workforce management to support scheduling, forecasting, and staffing.
• Drive continuous improvement initiatives to enhance efficiency and service quality.
• Handle escalated customer issues and ensure timely resolution.
• Collaborate with training, quality, and operations leadership to ensure consistent service delivery.
• Ensure compliance with internal policies, procedures, and regulations.

Skills

Call center leadership

Staff management

KPIs tracking

Customer service focus

Hybrid work experience

Tools

CRM platforms

Workforce management tools

Job description

Piper Companies in the Raleigh-Durham, North Carolina area is seeking a Manager, Customer Service (Call Center) to lead daily call center operations in a hybrid role with regular onsite presence.

The ideal candidate has 5+ years of contact center leadership, strong coaching skills, and a track record of improving customer satisfaction through metrics-driven management. You will oversee supervisors, monitor KPIs, and champion continuous process improvements while ensuring regulatory compliance.