Manager, Contact Support Center - 174109

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 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, Contact Support Center role requires you to sit 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.

Responsibilities of the Manager, Contact Support Center include:

• 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.

Requirements of the Manager, Contact Support Center include:

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

Compensation for the Manager, Contact Support Center include:

• $80,000 - $105,000 annually
• Full Comprehensive Benefits: Health, Vision, Dental, PTO, Paid Holiday and Sick Leave if Required by Law.
• Hybrid work schedule (3 days onsite)
• This job opens for applications on 9/8/2026. Applications for this job will be accepted for at least 30 days from the posting date.

Keywords: Manager, Contact Support Center, operations, client services, insurance operations, contact center leadership, hybrid, Raleigh, Durham, NC

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