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Manager, Customer Service (Call Center)
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Piper Companies
Durham, NC (In Person)
$100,000 Salary, Full-Time
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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 05/26/2026.