Customer Experience Manager - Call Center

Customer Experience Manager – Call Center
Economic Services Division - The Department of Community Resources 

Please apply by: 7/10/2026

“Follow Your Calling, Find Your Career”

Salary Range: $71,925.74 - $ 91,705.31 This is an exempt (salaried) position. Pay rates are based on education, skill, experience level and internal equity. Internal equity considerations include an assessment of the applicant’s salary history and qualifications in comparison to the market rate and requirements for the job.

At Mecklenburg County, you’ll have the chance to build a career as unique as you are with support, inclusive culture and technology to become the best version of you. We’re counting on YOUR unique voice and perspective to help Mecklenburg County become even better, too.  Join us and build an exceptional experience for yourself, and a better working world for all.

The Economic Services Division (ESD) within the Department of Community Resources (DCR) administers federal and state-mandated programs for eligible families.  ESD administers programs including Food & Nutrition Services, More Than A Job NC, Work First Family Assistance, Work First Employment Services, Medicaid for Family & Children, Adult Medicaid, Energy Assistance, and Emergency Assistance programs.

Position Specific Summary

The selected candidate will manage the call center and the administrative support team of 50 employees and 5 supervisors in a fast-paced environment. The Customer Experience Manager will oversee the operations and performance metrics of the call center. Additionally, the Customer Experience Manager will support staff with addressing customer complaints and resolving issues to improve customer satisfaction.

This position requires on-site support 5 days a week.

 Position Summary
Plan, coordinate, and manage human services programs. This position is responsible for organizing staff to effectively carry out program activities; implementing program design, development and strategic planning; and ensure compliance with program requirements.

Location:
301 Billingsley Road
Charlotte, NC 28211

Essential Functions

•  Supervise and support daily operations of the call center, including inbound/outbound calls, emails, and chat channels.

• Monitor performance metrics (e.g., call volume, handle time, customer satisfaction) and implement improvements as needed.

• Establish and enforce Customer Service Center operating level agreements in consultation with staff to set problem resolution expectations and timeframes.

• Collaborate with leadership to develop and execute strategic plans for service improvements.

• Analyze performance of Customer Service activities and documented resolutions, identify problem areas, devise and deliver solutions to enhance quality of service to prevent future service interruptions

• Manage scheduling, shift planning, and resource allocation to meet peak demand.

• Manage and evaluate assigned staff; process and resolve employee concerns and problems; direct work; coach, counsel, and mentor staff; complete employee performance appraisals; conduct interviews and make hiring recommendations

• Develop procedures to meet department or program goals, ensuring adherence to regulatory guidelines

• Review information with teams or staff members to provide guidance and direction in the delivery of services

• Establish performance objectives, conducts periodic reviews and monitors progress

• Monitor budget activities and adjusts expenditures and makes recommendations as appropriate

• Review and audit staff cases and workloads to prioritize duties and referrals for new cases
• Provide consultation to staff in complex case situations, acute emergencies, or cases which require a high-level decision

• Complete monthly and quarterly program reports; review and analyze reports and statistics for continuous awareness of program operation and generate and present operational reports to senior management.

• Develop program goals, objectives, and strategies to provide direct assistance to customers

• Identify information and resources necessary to assess community needs

• Plan and assign responsibility for staff orientation and development

• May be required to st