Onsite Call Center Manager — Lead Ops & CX

Piper Companies

Durham (NC)

On-site

USD 75,000 - 100,000

Full time

4 days ago

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Benefits offered by this job

Relocation assistance

Full benefits package

Job summary

Piper Companies is seeking a Call/Contact Center Manager to lead operations in a busy insurance and financial services setting. The role requires onsite presence in Durham, NC three days per week, with a hands-on leadership style to coach and optimize performance across functional teams.

The ideal candidate will have 3–5 years of managerial experience in a contact center, possess an active North Carolina Life Insurance License, and demonstrate strong communication, organization, and

Qualifications

Bachelor’s degree with 3–5 years of managerial experience in a call/ contact center environment.
Experience in insurance or financial services is required or preferred.
Strong communication, organization, and problem-solving skills; able to drive performance across multiple teams.

Responsibilities

Oversee day-to-day operations across New Business, Premium Remittance, Licensing/Commissions, Client Support, Producer Support, and Claims.
Supervise and coach department leaders to drive performance, engagement, and accountability.
Act as an operations SME, recommending process improvements and best practices.
Develop and monitor metrics for turnaround time, volume, accuracy, and quality.
Manage escalations to resolution and ensure customer satisfaction.
Lead hiring, training initiatives, and employee development within Operations.
Contribute to employee engagement initiatives and workplace culture.