Hybrid Call Center Manager: Ops & Coaching

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 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.