Hybrid Contact Center Operations Manager

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

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

Paid time off

Holidays

Job summary

Piper Companies in Raleigh-Durham, NC is seeking a Manager, Contact Support Center to oversee operations across service-focused departments, lead department leaders, and ensure high-quality customer service.

This hands-on leadership role requires a Bachelor's degree, 5+ years in a contact center or insurance/financial services setting, and a willingness to work a hybrid schedule with 3 days onsite.

Qualifications

• Bachelor’s degree required.
• 5+ years of leadership managing customer service associates.
• Experience in a contact center, insurance, or financial services environment.

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

Operations management

Education

Bachelor's degree

Job description

Piper Companies in Raleigh-Durham, NC is seeking a Manager, Contact Support Center to oversee operations across service-focused departments, lead department leaders, and ensure high-quality customer service.

This hands-on leadership role requires a Bachelor's degree, 5+ years in a contact center or insurance/financial services setting, and a willingness to work a hybrid schedule with 3 days onsite.