Hybrid Contact Center Manager: Lead & Elevate Customer Service

ZP Group; Raleigh (NC); Hybrid; USD 80,000 - 105,000; Full time

Benefits offered by this job

Hybrid work schedule

Comprehensive benefits

Job summary

Piper Companies is seeking a Manager, Contact Support Center to join a growing client in the insurance and financial services industry in the Raleigh-Durham, NC area. The Manager role sits onsite 3 days a week and is ideal for a hands-on leader who thrives in a fast-paced environment and is comfortable managing multiple operational functions while driving team performance and accountability.

As Manager, you will oversee daily operations across service-focused departments, develop department

Qualifications

• Bachelor’s degree required.
• 5+ years of leadership managing customer service associates.
• Experience in a contact center, insurance, or financial services environment.
• Ability to work core hours 9:00 AM – 6:00 PM with a hybrid schedule (3 days onsite in Raleigh-Durham, NC).

Responsibilities

• Oversee daily operations across multiple service-focused departments, ensuring alignment, efficiency, and high-quality service delivery.
• Directly manage and develop department leaders, providing coaching, performance feedback, and strategic guidance.
• Step into frontline workflows as needed to support teams, resolve escalations, and maintain operational continuity.
• Identify process gaps and implement improvements to enhance productivity, service levels, and customer experience.
• Partner with executive leadership to drive initiatives that support organizational growth and operational excellence.

Skills

Leadership

Operations management

Customer service

Education

Bachelor's degree

Job description

Piper Companies is seeking a Manager, Contact Support Center to join a growing client in the insurance and financial services industry in the Raleigh-Durham, NC area. The Manager role sits onsite 3 days a week and is ideal for a hands-on leader who thrives in a fast-paced environment and is comfortable managing multiple operational functions while driving team performance and accountability.

As Manager, you will oversee daily operations across service-focused departments, develop department