Hybrid Call Center Manager Performance Leader

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.

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