Hybrid Call Center Manager — Insurance Operations Leader

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 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.