Hybrid Call Center Manager | People & Performance Leader

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

Job summary

Piper Companies in Raleigh-Durham, NC, seeks a Manager, Customer Service (Call Center) to lead our call center operations in a hybrid onsite role. You will drive performance excellence and manage teams delivering high-quality customer experiences.

The ideal candidate brings 5+ years in contact center leadership, strong coaching skills, and a proven track record in metrics-driven environments. Join a team focused on customer satisfaction and operational discipline in a hybrid work setting.

Qualifications

• 5+ years of experience in a contact center or call center leadership role.
• Proven experience managing supervisors and/or large customer service teams.
• Strong understanding of call center metrics, reporting, and performance management.

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 leadership

Performance metrics

People management

Communication

Hybrid work experience

Tools

CRM platforms

Workforce management tools

Job description

Piper Companies in Raleigh-Durham, NC, seeks a Manager, Customer Service (Call Center) to lead our call center operations in a hybrid onsite role. You will drive performance excellence and manage teams delivering high-quality customer experiences.

The ideal candidate brings 5+ years in contact center leadership, strong coaching skills, and a proven track record in metrics-driven environments. Join a team focused on customer satisfaction and operational discipline in a hybrid work setting.