Call Center Ops Leader in Insurance

Piper Companies; Durham (NC); On-site; USD 75,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

PTO

Paid holidays

Relocation assistance

Job summary

Piper Companies is seeking a Call/Contact Center Manager to support a growing organization in the insurance and financial services sectors. The role is hands-on and requires leading a team within a call center or contact center, with an onsite requirement of three days per week in Durham, North Carolina.

You will oversee daily operations across New Business, Premium Remittance, Licensing/Commissions, Client and Producer Support, and Claims; coach leaders; implement improvements; and develop

Qualifications

• Bachelor’s degree with 3–5 years of managerial experience.
• Experience in call center, insurance, or financial services.
• Active North Carolina Life Insurance License.

Responsibilities

• Oversee day-to-day operations across New Business, Premium Remittance, Licensing/Commissions, Client Support, Producer Support, and Claims.
• Supervise and coach department leaders, driving performance, engagement, and accountability.
• Act as an operations subject matter expert, recommending process improvements and best practices.
• Develop and monitor metrics related to turnaround time, volume, accuracy, and quality.
• Manage escalated issues to resolution, ensuring strong collaboration and customer satisfaction.
• Review and approve client withdrawal requests for compliance, fraud prevention, and contract accuracy.
• Lead hiring efforts, training initiatives, and employee development within Operations.
• Actively contribute to employee engagement initiatives and workplace culture.

Skills

Leadership

Communication

Organization

Problem-solving

People management

Process improvement

Education

Bachelor's degree

Job description

Piper Companies is seeking a Call/Contact Center Manager to support a growing organization in the insurance and financial services sectors. The role is hands-on and requires leading a team within a call center or contact center, with an onsite requirement of three days per week in Durham, North Carolina.

You will oversee daily operations across New Business, Premium Remittance, Licensing/Commissions, Client and Producer Support, and Claims; coach leaders; implement improvements; and develop