Call/Contact Center Manager - 174589 - 175167

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

Benefits offered by this job

Comprehensive benefits package

Relocation assistance

PTO and paid holidays

Job summary

Piper Companies is seeking a Call/Contact Center Manager to lead a growing insurance and financial services team in Durham, NC. This onsite role requires three days per week in the Durham office and offers a comprehensive benefits package with relocation assistance.

The Manager will oversee multiple departments, coach leaders, implement process improvements, and develop key performance metrics to ensure high-quality client experiences and operational excellence.

Qualifications

• Bachelor’s degree with 3–5 years of managerial experience.
• Experience in a contact center, insurance, or financial services industry.
• Extensive experience with annuities and qualified/IRA plans.
• Active North Carolina Life Insurance License.
• Strong communication, organization, and problem-solving skills.
• Proven ability to lead, motivate, and manage multiple priorities.

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

People management

Leadership

Communication

Organization

Problem-solving

Education

Bachelor’s degree

Job description

Piper Companies is seeking an Call/Contact Center Manager to support a growing organization within the insurance and financial services industry. The Call/Contact Center Manager role is ideal for a hands-on leader who has previously or is currently managing a team within a call center or a contact center.

The Call/Contact Center Manageris a direct placement with the company and has an onsite requirement of three days per week in Durham, North Carolina.

Responsibilities of the Call/Contact Center Manager:

• 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

Requirements of the Call/Contact Center Manager:

• Bachelor’s degree with 3–5 years of managerial experience
• Contact center, insurance, or financial services industry experience
• Extensive experience with annuities and qualified/IRA plans
• Active North Carolina Life Insurance License
• Strong communication, organization, and problem-solving skills
• Proven ability to lead, motivate, and manage multiple priorities

Compensation for the Call/Contact Center Manager:

• $75,000 - $100,000 base salary
• Full comprehensive benefits package, including health, vision, dental, PTO, and paid holidays
• Relocation assistance available

Keywords:

operations manager, insurance operations, financial services, annuities, IRA plans, contact center leadership, people management, process improvement, operational excellence, compliance, client experience, Durham NC, onsite, hybrid, call center, contact center

This job opens for applications on 10/2/2026. Applications for this job will be accepted for at least 30 days from the posting date.

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