Manager, Customer Service (Call Center) - 167842

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 is seeking a Manager, Customer Service (Call Center) for an award winning organization in the Raleigh-Durham, North Carolina area. The Manager, Customer Service (Call Center) role is a hybrid position requiring regular onsite presence. The Manager, Customer Service (Call Center) will oversee daily call center operations, drive performance excellence, and lead teams focused on delivering a high‑quality customer experience. An ideal candidate for the Manager, Customer Service (Call Center) role is an experienced people leader with strong operational discipline and a passion for customer satisfaction.

Responsibilities of the Manager, Customer Service (Call Center):

• 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.

Qualifications of the Manager, Customer Service (Call Center):

• 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.
• Excellent communication, coaching, and problem-solving skills.
• Experience working in a hybrid environment with onsite leadership responsibilities.
• Proficiency with contact center technologies, CRM platforms, and workforce management tools.

Compensation for the Manager, Customer Service (Call Center) includes:

• Salary range: $90,000 - $110,000
• Comprehensive benefits package including medical, dental, vision, 401(k), PTO, Sick Leave as required by law

This job opens for applications on 06/14/2026. Applications for this job will be accepted for at least 30 days from the posting date.