Durham Call Center Manager — Insurance Ops (Hybrid)

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

Benefits offered by this job

Comprehensive benefits

Relocation assistance

Job summary

Piper Companies is seeking a Call/Contact Center Manager to support a growing organization within the insurance and financial services industry. The role is onsite in Durham, North Carolina three days per week and is ideal for a hands-on leader who has previously managed a call or contact center team.

You will oversee operations across New Business, Premium Remittance, Licensing/Commissions, Client Support, Producer Support, and Claims, coaching department leaders and driving performance,

Qualifications

• 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.

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

Operations management

Team leadership

Process improvement

Customer focus

Education

Bachelor's degree

Job description

Piper Companies is seeking a Call/Contact Center Manager to support a growing organization within the insurance and financial services industry. The role is onsite in Durham, North Carolina three days per week and is ideal for a hands-on leader who has previously managed a call or contact center team.

You will oversee operations across New Business, Premium Remittance, Licensing/Commissions, Client Support, Producer Support, and Claims, coaching department leaders and driving performance,