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Manager, Customer Service (Call Center)

Zp Group Llc

Durham, NC

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JOB DETAILS
SALARY
$90,000–$110,000 Per Year
SKILLS
Call Center Evaluation, Call Center Operations, Call Centers, Coaching, Communication Skills, Continuous Improvement, Customer Escalations, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Satisfaction, Customer Service Management, Customer Support/Service, Forecasting, Inbound Call Centers, Leadership, Legal, Maintain Compliance, Metrics, Operations, Performance Analysis, Performance Management, Performance Metrics, Problem Solving Skills, Process Improvement, Quality Assurance, Regulations, Resolve Customer Issues, Service Delivery, Service Level Agreement (SLA), Team Lead/Manager, Time Management, Workforce Management
LOCATION
Durham, NC
POSTED
16 days ago

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. Applications for this job will be accepted for at least 30 days from the posting date.

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About the Company

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Zp Group Llc