Lead Call Center Ops Manager – Insurance (Hybrid)

Zachary Piper Solutions; 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 seeks a Call/Contact Center Manager to lead a growing insurance/financial services operations team. The role requires hands-on leadership with 3 days per week onsite in Durham, NC, overseeing multiple functional areas and driving performance, compliance, and customer satisfaction.

The ideal candidate has a Bachelor’s degree with 3–5 years of managerial experience and NC Life Insurance licensing, with expertise in annuities and IRA plans. Relocation assistance may be available.

Qualifications

• Bachelor’s degree with 3–5 years of managerial experience.
• Contact center, insurance, or financial services industry experience.
• Experience with annuities and qualified/IRA plans.
• 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

Education

Bachelor’s degree

Job description

Piper Companies seeks a Call/Contact Center Manager to lead a growing insurance/financial services operations team. The role requires hands-on leadership with 3 days per week onsite in Durham, NC, overseeing multiple functional areas and driving performance, compliance, and customer satisfaction.

The ideal candidate has a Bachelor’s degree with 3–5 years of managerial experience and NC Life Insurance licensing, with expertise in annuities and IRA plans. Relocation assistance may be available.