Call/Contact Center Manager - 176056

Piper Companies; Durham (NC); Sur place; USD 75 000 - 100 000; Plein temps

Avantages offerts par ce poste

Relocation assistance

Full benefits package

Résumé du poste

Piper Companies is seeking a Call/Contact Center Manager to lead operations in a busy insurance and financial services setting. The role requires onsite presence in Durham, NC three days per week, with a hands-on leadership style to coach and optimize performance across functional teams.

The ideal candidate will have 3–5 years of managerial experience in a contact center, possess an active North Carolina Life Insurance License, and demonstrate strong communication, organization, and

Qualifications

• Bachelor’s degree with 3–5 years of managerial experience in a call/ contact center environment.
• Experience in insurance or financial services is required or preferred.
• Strong communication, organization, and problem-solving skills; able to drive performance across multiple teams.

Responsabilités

• Oversee day-to-day operations across New Business, Premium Remittance, Licensing/Commissions, Client Support, Producer Support, and Claims.
• Supervise and coach department leaders to drive performance, engagement, and accountability.
• Act as an operations SME, recommending process improvements and best practices.
• Develop and monitor metrics for turnaround time, volume, accuracy, and quality.
• Manage escalations to resolution and ensure customer satisfaction.
• Lead hiring, training initiatives, and employee development within Operations.
• Contribute to employee engagement initiatives and workplace culture.

Connaissances

Leadership

Communication

Problem-solving

Team management

Formation

Bachelor's degree

Description du poste

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 Manager is 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 10/9/2026. Applications for this job will be accepted for at least 30 days from the posting date.