Call Center Operations Manager

Piper Companies is seeking an Operations Manager to lead and scale a customer support/call center team within a fast‑growing services-focused industry organization. The Operations Manager role is ideal for a people‑focused leader with strong call center operations experience, a passion for customer experience, and the ability to drive performance. Responsibilities of the Operations Manager: Lead, coach, and develop a team of supervisors and frontline customer support representatives in a high‑volume call center environment. Oversee day‑to‑day operations, ensuring service level agreements (SLAs), KPIs, and customer satisfaction goals are consistently met or exceeded. Monitor call center metrics including quality, productivity, attendance, and customer experience, and implement process improvements as needed. Partner with cross‑functional teams such as Training, Quality Assurance, Workforce Management, and HR to support team performance and engagement. Manage scheduling, staffing, and resource planning for a hybrid operation (3 days onsite per week). Identify trends, risks, and opportunities through data analysis and reporting, and present actionable insights to leadership. Foster a positive, accountable, and customer‑centric team culture aligned with organizational goals. Qualifications of the Operations Manager: 5+ years of experience in call center or contact center operations, with at least 2 years in a leadership role. Proven ability to manage and motivate teams in a fast‑paced, metrics‑driven environment. Strong understanding of call center KPIs, workforce management, and performance optimization. Excellent communication, coaching, and conflict‑resolution skills. Experience working in a hybrid or onsite call center environment. Proficiency with call center systems, CRM platforms, and reporting tools. Compensation for the Operations Manager includes: Salary range: $80,000 – $100,000 depending on experience Comprehensive benefits package including medical, dental, vision, 401(k), and PTO This job opens for applications on 06/05/2026. Applications for this job will be accepted for at least 30 days from the posting date. #J-18808-Ljbffr