Hybrid Contact Center Manager — Lead Ops & Growth

Piper Companies; Raleigh (NC); Hybrid; USD 80,000 - 105,000; Full time

Job summary

Piper Companies in the Raleigh-Durham, NC area seeks a Manager, Contact Support Center to lead a growing client in the insurance and financial services industry. This onsite role requires three days per week on-site with a hybrid schedule.

You will oversee multiple service-focused departments, coach department leaders, handle escalations, and drive initiatives to improve productivity, service levels, and customer experience.

Qualifications

• Minimum 5+ years of leadership in customer service.
• Experience in contact center, insurance, or financial services.
• Ability to work 9am-6pm with hybrid schedule (3 days onsite in Raleigh).

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

Customer service

Team coaching

Education

Bachelor's degree

Job description

Piper Companies in the Raleigh-Durham, NC area seeks a Manager, Contact Support Center to lead a growing client in the insurance and financial services industry. This onsite role requires three days per week on-site with a hybrid schedule.

You will oversee multiple service-focused departments, coach department leaders, handle escalations, and drive initiatives to improve productivity, service levels, and customer experience.