Manager, Contact Support Center - 174109

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 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)