Manager, Customer Service (Call Center)

About the role

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

• 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

• 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.

Pay

Salary range: $90,000 - $110,000

Benefits

• Comprehensive benefits package including medical, dental, vision, 401(k), PTO, Sick Leave as required by law