Contact Call Center Manager

Piper Companies is seeking a Contact Call Center Manager for a leading organization in the Raleigh-Durham, North Carolina area. This is a hybrid position requiring onsite presence several days per week.

About the role

The Contact Call Center Manager will oversee daily contact center operations, lead and develop frontline supervisors and associates, and ensure exceptional customer experience while meeting performance, quality, and efficiency goals. An ideal candidate is a hands-on leader with strong operational expertise and a passion for team development and service excellence.

Responsibilities

• Manage day-to-day operations of a contact/call center supporting inbound and outbound customer interactions.
• Lead, coach, and develop supervisors and agents to achieve performance, quality, and customer satisfaction goals.
• Monitor and analyze key performance indicators including AHT, SLAs, QA scores, CSAT, and staffing levels.
• Partner with workforce management to ensure proper scheduling, forecasting, and resource utilization.
• Implement process improvements to enhance efficiency, service quality, and employee engagement.
• Handle escalated customer issues and ensure timely and effective resolution.
• Collaborate with cross-functional teams including training, quality, and operations leadership.
• Ensure compliance with company policies, procedures, and regulatory requirements.

Requirements

• 5+ years of experience in a contact center or call center leadership role.
• Proven experience managing supervisors and/or large teams of customer service representatives.
• Strong knowledge of call center metrics, reporting, and performance management.
• Excellent communication, coaching, and conflict resolution skills.
• Experience working in a hybrid environment with onsite leadership responsibilities.
• Proficiency with contact center technologies and CRM platforms.

Pay

Salary range: $90,000 – $100,000 depending on experience.

Benefits

• Comprehensive benefits package including medical, dental, and vision.
• 401(k) retirement plan.
• Paid time off (PTO) and sick leave as required by law.