Manager, Customer Service (Call Center) - 167842

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 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.