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1 result for Communications Manager in Charlotte, NC
- Charlotte, NC
- onsite
- Permanent / Full Time
- 80000 - 120000 USD / Yearly
- <p>Our client is a rapidly growing HVAC organization seeking an experienced <strong>Contact Center Manager</strong> to take ownership of its customer contact center operations in Charlotte. This is a key leadership role for an organization that is growing quickly and looking to build the processes, technology, reporting, and infrastructure needed to support that growth.</p><p>The ideal candidate is more than a traditional call center people manager. This person will be a <strong>data-driven, proactive operator</strong> who can look at contact center performance, identify opportunities, leverage technology and AI, and work cross-functionally to improve the customer experience and overall business efficiency.</p><p>This is an opportunity for someone who enjoys entering a growing environment, identifying what is working and what is not, and then <strong>building better processes rather than simply maintaining the status quo.</strong></p><p>Key Responsibilities</p><ul><li>Lead the day-to-day operations of the contact center, ensuring appropriate coverage, responsiveness, service quality, and consistent execution.</li><li>Lead, coach, and develop a team of approximately 10–12 employees across local and offshore support functions, fostering accountability, productivity, and strong customer service.</li><li>Establish and monitor key performance indicators (KPIs) related to call volume, response times, conversion, service levels, customer experience, productivity, and other relevant contact center metrics.</li><li>Develop and improve reporting and dashboards to provide leadership with greater visibility into contact center performance and emerging trends.</li><li>Analyze operational data to identify bottlenecks, recurring issues, staffing opportunities, and other areas for improvement, then translate those findings into actionable solutions.</li><li>Proactively evaluate <strong>AI, automation, and emerging contact center technologies</strong> to identify opportunities to improve efficiency, customer communication, employee productivity, and scalability.</li><li>Identify opportunities to streamline workflows and eliminate unnecessary manual processes as the organization continues to grow.</li><li>Partner closely with Operations, Sales, Service, Finance, IT, and other departments to identify cross-functional inefficiencies and implement solutions.</li><li>Help develop and standardize contact center processes, procedures, service standards, escalation protocols, and best practices.</li><li>Oversee scheduling, workload distribution, staffing needs, and escalation management to ensure the team can effectively support business demand.</li><li>Utilize platforms such as <strong>ServiceTitan</strong> and QuickBooks Enterprise to support effective service coordination, customer communication, and administrative processes.</li><li>Identify training and development needs and establish coaching programs that improve both individual and team performance.</li><li>Monitor customer and operational trends and proactively recommend changes before issues become larger business problems.</li><li>Serve as a key operational partner to leadership as the company continues to scale, helping build the infrastructure and processes necessary to support continued growth.</li></ul><p><br></p>
- 2026-08-17T00:00:00Z