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 7/17/2026. Applications for this job will be accepted for at least 30 days from the posting date.

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