Call Center Manager

Manager, Contact Center Location:

Hillsborough, NC (On-Site) About Sports Endeavors Since 1984, Sports Endeavors has been the leader in providing sports gear to players, teams, and fans around the world. We have grown through our brand retail websites and catalogs into one of the most recognized names in the industry. Our Contact Center team operates on a simple but powerful belief: team members come first. When we invest in our people, our people invest in our customers. That philosophy drives everything from how we coach to how we measure success, and it is the foundation of the legendary service experience we deliver every day. This is not a role for someone who manages from a distance. We are looking for a hands-on leader who energizes the floor, holds the standard, and builds the kind of team culture that performs under pressure, especially when peak season arrives and the stakes are at their highest. Position Overview The Manager, Contact Center is the operational heartbeat of our assisted service team. This is a people-first leadership role responsible for the day-to-day performance, culture, and execution of our phone and email contact center. You will manage supervisors and an agent population that scales from 35 to 90 during peak season. This role works in close partnership with the Director of Customer Experience & PMO, who owns CX strategy, experience standards, and technology. The Manager, Contact Center translates that strategy into daily operational reality, making sure the floor is staffed, performing, and consistently delivering the legendary service experience Sports Endeavors is known for. The right candidate leads with presence, coaches with intention, and takes real satisfaction in building a team that executes at a high level, shift after shift and season after season. Key Responsibilities People Leadership & Supervisor Development Lead, coach, and develop supervisors through weekly one-on-ones, structured feedback, and performance reviews. Build a high-accountability, team-first culture grounded in consistency, fairness, and trust. Champion a non-biased, equitable work environment where every team member is set up to succeed. Own agent and supervisor performance management from end to end, including recognition programs, corrective action, and performance improvement plans. Model the behaviors you expect. This team takes its cues from how leadership shows up on the floor. Daily Operations & Floor Management Own day-of operational decisions including staffing adjustments, queue management, and real-time issue resolution. Serve as the primary escalation point for supervisors handling complex customer, fraud, and order management situations. Maintain operational readiness across phone and email channels, making sure SLAs and quality targets are met consistently. Partner with Workforce Management on scheduling, overtime approvals, attrition monitoring, and capacity planning. Keep a close eye on contact drivers across fraud, payments, and order management, and surface emerging trends to leadership. Seasonal & Peak Readiness Lead peak season operational planning including staffing ramp, training readiness, and floor execution. Partner with HR and recruiting seasonal hiring classes and own new hire readiness alongside training leads. Make sure the team can scale from 35 to 90-plus agents without losing quality or service consistency. When peak arrives, this role is on the floor leading from the front. Performance Management & Reporting Conduct weekly performance reviews at both the agent and supervisor level and drive action plans where gaps exist. Maintain and deliver the daily operations report and build your supervisors' ability to use performance data in their own coaching. Monitor key metrics including SLA, CSAT, QA, FCR, and cost per contact, and take action when targets are at risk. Partner with the CX Director on KPI target-setting and QA program execution and bring those standards to life in daily coaching conversations. Cross-Functional Partnership Represent the contact center in cross-functional conversations and bring an operational perspective to the table. Partner with Order Management, Fraud, and Payments teams on policy alignment and escalation resolution. Share ground-level insight with the CX Director on what agents are hearing and what customers are experiencing, so that feedback can shape strategic priorities. Qualifications Required 5 or more years of contact center experience, including at least 3 years in a management role with direct oversight of supervisors. Proven experience scaling teams through peak, seasonal, or high-volume surge periods. Solid workforce management skills including scheduling, capacity planning, real-time adherence, and overtime management. Experience owning a quality assurance program, including scoring frameworks, coaching integration, and continuous improvement. Hands-on experience with an enterprise CCaaS telephony platform. Strong coaching instincts and a track record of developing supervisors and building team accountability. Comfortable working with dashboards, scorecards, and reporting tools to drive performance decisions. Able to work on-site in Hillsborough. This is a floor-first leadership role. Committed to building a fair, equitable, and inclusive team environment. Strongly Preferred Experience managing multiple channel operations at the same time. Background in sports, retail, or e-commerce contact center environments. Familiarity with workforce management and QA platforms. CRM case management experience including ticketing, workflow, and SLA tracking. Familiarity with AI-assisted contact center platforms and a track record of adopting new technology quickly Business Administration or other relevant degree, or equivalent work experience. What Makes Someone Successful in this Role The right person for this role genuinely believes that team members come first. When you invest in your people, your people invest in your customers. That is not a slogan here. It is how we operate, and the Contact Center Manager is one of its most important champions. They lead with presence. They are on the floor, visible, and known to their team. They hold standards without eroding trust, and they invest in their supervisors' growth because a strong supervisor bench is how the floor performs when it matters most. They are just as comfortable pulling a report as they are running a coaching session. They find meaning in execution, in consistency, and in building a team that delivers legendary service not just during peak season, but every single day.