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2 results for Communications Manager in Hickory, 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
- Charlotte, NC
- onsite
- Permanent / Full Time
- 90000 - 120000 USD / Yearly
- We are seeking an experienced operations leader to oversee customer engagement performance, workforce planning, technology optimization, and service delivery across a growing organization. This individual will be responsible for driving operational results, improving processes, developing team performance, and ensuring a high-quality customer experience through a combination of technology-enabled and team-driven solutions. Key Responsibilities Own and drive key business performance metrics, including customer conversion, retention, service quality, and overall customer experience. Forecast customer demand and resource requirements to ensure appropriate staffing levels and operational efficiency. Oversee customer engagement technologies, workflow automation tools, CRM systems, reporting platforms, and process integrations. Monitor operational performance and proactively adjust priorities, staffing, and workflows to achieve business objectives. Analyze trends, performance data, and operational metrics to identify opportunities for improvement and growth. Establish and maintain service, quality, and response-time standards across customer-facing teams. Coach, develop, and hold managers and team members accountable for performance expectations and detail oriented growth. Lead customer issue-resolution strategies and escalation management processes. Partner with Operations, Technology, Finance, and other business leaders to align customer demand, resource planning, and service delivery. Drive continuous improvement initiatives focused on efficiency, customer satisfaction, and operational scalability. Provide executive leadership with reporting, performance insights, and recommendations for improvement.
- 2026-08-24T00:00:00Z