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Call Center Director Jobs in Raleigh, NC (NOW HIRING)

Planet Fitness

Member Support Center Manager

Durham, NC · On-site

$11.50 - $14.75/hr

... director and the company are followed throughout the department. * Monitor and evaluate call quality scorecards monthly as required. * Oversee the Member Support Center scheduling process, including ...

Leader Communications Inc

Program Manager

Raleigh, NC · On-site

Communicate with key government personnel including, but not limited to, the SDOD Director, Call Center Manager, and COR. * Provide administrative directions to subordinate leads and task managers.

CVS Health

Center Medical Director

Durham, NC · On-site

$174K - $374K/yr

Center Medical Director Company: Oak Street Health Location: 3729 N Roxboro St Ste B, Durham, NC 27704 Role Description: The purpose of the Center Medical Director role at Oak Street Health is to ...

Oak St. Health

Center Medical Director

Durham, NC · On-site

$174K - $374K/yr

Center Medical Director We're building a world of health around every individual -- shaping a more connected, convenient and compassionate health experience. At Oak Street Health, you'll be ...

New

CVS Health

Center Medical Director

Durham, NC

$174K - $374K/yr

Center Medical Director Company: Oak Street Health Location: 3729 N Roxboro St Ste B, Durham, NC 27704 Role Description: The purpose of the Center Medical Director role at Oak Street Health is to ...

Robert Half

Customer Service Representative

Durham, NC · On-site

$20 - $22/hr

This Long-term Contract position is ideal for someone who thrives in a fast-paced call center ... Provide timely assistance by answering questions, resolving routine issues, and directing more ...

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All JobsCall Center JobsCall Center Director JobsCall Center Director Jobs in Raleigh, NC

Call Center Director information

See Raleigh, NC salary details

$42.8K

$100.1K

$155.5K

How much do call center director jobs pay per year?

As of Aug 6, 2026, the average yearly pay for call center director in Raleigh, NC is $100,135.00, according to ZipRecruiter salary data. Most workers in this role earn between $85,100.00 and $116,600.00 per year, depending on experience, location, and employer.

Why do people quit call center directors?

Call center directors often leave their roles due to high stress, long working hours, and pressure to meet performance targets. Additionally, limited career advancement opportunities and organizational changes can contribute to turnover among individuals in this position.

What are the key skills and qualifications needed to thrive as a call center director?

A Call Center Director needs strong leadership, operational management experience, and a background in business administration or a related field. Familiarity with call center software (such as CRM and workforce management tools) and certifications like Six Sigma or PMP are commonly expected. Excellent communication, problem-solving, and motivational skills help drive team performance and employee engagement. These capabilities are vital for ensuring efficient operations, high customer satisfaction, and continuous process improvement in a dynamic environment.

What is the difference between Call Center Director vs Call Center Manager?

AspectCall Center DirectorCall Center Manager
ResponsibilitiesOversees multiple call centers, develops strategic goals, manages budgets, and aligns operations with company objectives.Manages daily call center operations, supervises staff, and ensures customer service standards are met.
Required CredentialsBachelor's degree, experience in call center operations, leadership skills.Bachelor's degree or relevant experience, strong communication skills.
Work EnvironmentExecutive offices, strategic planning sessions, high-level meetings.Call center floor, team supervision, staff training.

The main difference between a Call Center Director and a Call Center Manager lies in scope and strategic focus. The Director oversees multiple centers and sets organizational goals, while the Manager handles daily operations and team supervision. Both roles require similar credentials and are vital in delivering excellent customer service within the call center industry.

What does a call center director do?

Call center directors oversee operations in a remote customer service facility. In this role, your job duties include the management of all call center staff and ensure they maintain the company's expectations on production levels. You hire new call center agents, assess the performance of existing employees, and plan training and professional development courses. Depending on the company, you may also be responsible for developing operational strategies and business policies, as well as making decisions about communication equipment and software for call center operations. Other duties include managing the call center budget, allocating resources, and coordinating with clients or third-party service providers when necessary.

What does a call center director do?

A Call Center Director oversees the operations and performance of a call center, ensuring that customer service standards are met and organizational goals are achieved. They manage teams of supervisors and agents, develop strategies to optimize efficiency, and implement policies to improve customer satisfaction. Additionally, Call Center Directors are responsible for budgeting, staffing, training, and using data analytics to monitor key performance indicators. Their role is crucial in maintaining high-quality service and driving continuous improvement within the call center.

What are some common challenges faced by call center directors, and how can they be addressed?

Call Center Directors often face challenges such as managing high employee turnover, maintaining service quality during peak periods, and adapting to rapidly changing technologies. Addressing these issues involves fostering a positive work culture, implementing effective training programs, and investing in up-to-date call center software. Additionally, strong communication with team leaders and regular performance reviews can help identify areas for improvement and keep teams aligned with organizational goals.
More about Call Center Director jobs
What are the most commonly searched types of Call Center jobs in Raleigh, NC? The most popular types of Call Center jobs in Raleigh, NC are:
What are popular job titles related to Call Center Director jobs in Raleigh, NC? For Call Center Director jobs in Raleigh, NC, the most frequently searched job titles are:
What job categories do people searching Call Center Director jobs in Raleigh, NC look for? The top searched job categories for Call Center Director jobs in Raleigh, NC are:
What cities near Raleigh, NC are hiring for Call Center Director jobs? Cities near Raleigh, NC with the most Call Center Director job openings:
Call Center Director jobs near you
Infographic showing various Call Center Director job openings in Raleigh, NC as of August 2026, with employment types broken down into 84% Full Time, 5% Part Time, and 11% Contract. Highlights an 84% In-person, 5% Hybrid, and 11% Remote job distribution, with an average salary of $100,135 per year, or $48.1 per hour.

Member Support Center Manager

Planet Fitness

Durham, NC • On-site

$11.50 - $14.75/hr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 19 days ago

Planet Fitness rating

5.6

Company rating: 5.6 out of 10

Based on 598 frontline employees who took The Breakroom Quiz

47th of 63 rated gym and leisure clubs

Job description

Benefits:
  • 401(k)
  • 401(k) matching
  • Bonus based on performance
  • Dental insurance
  • Health insurance
  • Opportunity for advancement
  • Paid time off
  • Vision insurance

Position: Member Support Center Manager
Reports to: Member Support Center Director
Department: Member Support Center
Purpose: Works closely with the Member Support Center director to lead assigned site operations and supervise all representatives to assure high-quality, efficient, and timely processing of inquiries from external and internal Planet Fitness customers.
Duties and Responsibilities:
  • Lead by example while managing daily operations to ensure service standards are met and all policies, procedures, and protocols set by department director and the company are followed throughout the department.
  • Monitor and evaluate call quality scorecards monthly as required.
  • Oversee the Member Support Center scheduling process, including optimizing and monitoring breaks and lunches, to support call volume.
  • Assist with resolving agent questions/problems, developing independence and use of resources, and using solid judgement skills.
  • Act as a higher point of contact for escalated forms of communication from internal and external customers.
  • Measure and effectively manage department and individual performance, balancing coaching and development with accountability and corrective action as needed.
  • Coach and develop Member Support Center Supervisors to become exceptional leaders that align with Excel's Mission and Core Values.
  • Ensure all staff members are meeting company standards by obtaining performance updates from Member Support Center Leadership team, auditing call performance, and reviewing trends of daily customer issues.
  • Cultivate the next generation of leaders within the department by proactively working with Member Support Supervisors to identify the strengths and training opportunities for each Member Service Support Agent. Encourage personal and professional development of the team by holding regular discussions to align individual goals with his/her Excel career path.
  • Address performance management issues with Member Support Supervisors and Member Service Support Agents in a timely manner. Collaborate with Human Resources to assess appropriate steps to coach and counsel staff members as required.
  • Lead the Member Support Supervisors in planning and implementing strategies to improve Member Support Center operations based on departmental objectives, as well as Excel Core Values.
  • Manage employee timecards and regularly review attendance trends. Address attendance issues in a timely manner with employees as necessary.
  • Communicate reminders and updates, current membership pricing, and other helpful information to all employees.
  • Participate in conference calls to ensure Member Support Center representation is present when department senior leadership is not available. Provide daily and weekly Member Support Center performance updates to upper management.
  • Attract, hire, and onboard new team members, including leadership roles, as needed to meet our business objectives.
  • Use data to drive improvement in key business metrics including member satisfaction, agent productivity, and employee engagement.
  • Collaborate with other department leaders to translate broader company goals into clear and understandable objectives for the Member Support Center.
  • Be the voice of our members to cross-functional partners who may modify, improve, or innovate products or solutions in support of effortless client experience and improved revenue.
  • Adhere to department budget expectations as set by Member Support Center senior management.
  • Serve as the point of contact for the MSC Leadership Escalation Line, on a rotation basis that includes weekends, and provide necessary leadership guidance to resolve significant business matters.
  • Perform additional duties as assigned.

Qualifications:
  • High School Diploma or equivalent required.
  • At least 3-5 years of experience of relevant customer contact experience required.
  • At least 2 years of directly managing teams supporting contact center operations and systems.
  • At least 1 year of Excel Fitness leadership experience preferred.
  • Demonstrated the ability, confidence, and leadership to manage a team.
  • Lead by example and build effective relationships by inspiring and supporting others.
  • Familiar with and actively upholds the Excel mission, values, vision, and culture, as well as the Planet Fitness brand.
  • Strong knowledge and familiarity of Planet Fitness operations and membership practices.
  • Proficient verbal and written skills to effectively communicate.
  • Proven ability to efficiently utilize system applications to assist with all member inquiries, process Proficiency in Microsoft Office, CRM systems and other related applications.
  • Exceptional verbal and written communication skills are required.
  • Ability to exercise excellent judgement and direct others clearly and effectively.
  • Courtesy, tact, and diplomacy are essential elements of this position when working with internal and external customers.
  • Punctuality, reliability, patience, and a strong willingness to go above and beyond.
  • Must have the ability to handle sensitive and confidential information.

Supervisory Responsibility: This position manages all Team Players of the Member Support Center, including Assistant Managers and Supervisors. Shares responsibility for the performance management and hiring of the Team Players within the department.
Work Environment: This job operates in a professional office environment. This role regularly uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands: The physical demands described here are representative of those that a Team Player must meet to successfully perform the essential functions of this job.
  • Regularly required to talk and hear.
  • Frequently required to sit; stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work: This is a full-time, exempt position. Under the Regulations, Part 541, an exempt Team Player is one who is not entitled to the minimum wage or overtime pay protections of the Fair Labor Standards Act (FLSA).
Standard work days and hours will be set during normal Member Support Center hours of operation and determined by business need. This position may be required to work on the weekends, evenings, and/or overnight hours as needed.
Travel: Up to 10% travel is expected for this position to attend employee events, trainings, and conferences. Overnight trips may be necessary if traveling outside of the local area.
EEO Statement: Excel Fitness is an Equal Opportunity Employer. We are committed to the policy of equal employment opportunity in recruitment, hiring, career advancement, and all other employment practices.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the Team Player for this job. Duties, responsibilities, and activities may change at any time with or without notice.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
JOIN THE CLUB
Enhancing people's lives with an affordable, high-quality fitness experience requires a team of inspiring, motivated and fun-loving go-getters. As one of the largest and fastest-growing franchisors and operators of fitness centers in the United States, Planet Fitness is just getting warmed up. We're continuously seeking top talent to join us in cultivating the Judgement Free Zone® and shaping the future of our brand. With more than 2,000 locations in all 50 states, the District of Columbia, Puerto Rico, Canada, the Dominican Republic, Panama, Mexico and Australia, there's plenty of opportunity on our Planet and we are always looking for talented individuals to join our team!
Our member mission says it best: our product is a tool, a means to an end; not a brand name or a mold maker, but a tool that can be used by anyone. To use our product, members need to feel inspired and motivated. That's where you come in. If you're looking for a place where you can make a difference in a customer's life, you've found it. Come to add your mojo to the Judgement Free Zone, but stay for the feeling that you're making a difference on our Planet.
TO FIND YOUR PERFECT FIT, SEARCH FOR A CLUB OPPORTUNITY NEAR YOU
Employees at a franchise location are employed by the Franchisee and are not employees of PFHQ (the Franchisor). PFHQ neither dictates nor controls labor or employment matters for franchisees or their employees, and does not retain any reserved authority to control the terms and conditions of employment for franchisees or their employees. Each franchisee is responsible for ensuring compliance with local, state and federal law.

What Planet Fitness employees say

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About Planet Fitness

Sourced by ZipRecruiter

Founded in 1992 in Dover, NH, Planet Fitness is one of the largest and fastest-growing franchisors and operators of fitness centers in the United States by number of members and locations. As of March 31, 2022, Planet Fitness had more than 16.2 million members and 2,291 stores in 50 states, the District of Columbia, Puerto Rico, Canada, Panama, Mexico and Australia. The Company's mission is to enhance people's lives by providing a high-quality fitness experience in a welcoming, non-intimidating environment, which we call the Judgement Free Zone®. More than 90% of Planet Fitness stores are owned and operated by independent business men and women. At Planet Fitness, our mission has always been to enhance peoples lives by providing a high-quality fitness experience in a welcoming, judgement free environment. We are proud to be one of the largest and fastest-growing franchisors and operators of fitness centers in the United States with over 2,000 clubs and growing!

Industry

Health and personal care stores, amusement, gambling, and recreation and fitness and sports centers

Company size

501 - 1,000 Employees

Headquarters location

Hampton, NH, US

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