Call Center Manager

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.

Manager, Contact Center
Location: Hillsborough, NC (On‑Site)

Our Contact Center team operates on a simple but powerful belief: team members come first. When we invest in our people, they invest in our customers. This philosophy drives everything from our coaching to how we measure success, and it is the foundation of the legendary service experience we deliver each day. We are looking for a hands‑on leader who energizes the floor, holds the standard, and builds a culture that performs under pressure, especially during peak season.

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, ensuring 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 to manage seasonal hiring classes and own new hire readiness alongside training leads.
• Ensure 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 supervisors’ ability to use performance data in their coaching.
• Monitor key metrics including SLA, CSAT, QA, FCR, and cost per contact, taking action when targets are at risk.
• Partner with the CX Director on KPI target‑setting and QA program execution, bringing those standards to life in daily coaching conversations.

Cross‑Functional Partnership

• Represent the contact center in cross‑functional conversations, bringing 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 hear and what customers experience, shaping strategic priorities.

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.
• Commit…