Hybrid Call Center Manager — Lead Operations & CX

ZP Group; Durham (NC); Hybrid; USD 75,000 - 100,000; Full time

Benefits offered by this job

Relocation assistance

Comprehensive benefits

Job summary

Piper Companies is seeking a Call/Contact Center Manager to lead a growing insurance/financial services organization in Durham, NC. The role is a direct placement with onsite three days per week in Durham and offers a robust benefits package and relocation support.

The ideal candidate will manage multiple departments, drive performance, and implement process improvements while maintaining a focus on customer satisfaction and regulatory compliance.

Qualifications

• Bachelor’s degree with 3–5 years of managerial experience.
• Experience in contact 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

Problem-solving

Multi-tasking

Education

Bachelor’s degree

Job description

Piper Companies is seeking a Call/Contact Center Manager to lead a growing insurance/financial services organization in Durham, NC. The role is a direct placement with onsite three days per week in Durham and offers a robust benefits package and relocation support.

The ideal candidate will manage multiple departments, drive performance, and implement process improvements while maintaining a focus on customer satisfaction and regulatory compliance.