Call/Contact Center Manager

$75k - $100k

Piper Companies

Piper Companies is seeking an Call/Contact Center Manager to support a growing organization within the insurance and financial services industry. The Call/Contact Center Manager role is ideal for a hands-on leader who has previously or is currently managing a team within a call center or a contact center. The Call/Contact Center Manager is a direct placement with the company and has an onsite requirement of three days per week in Durham, North Carolina.

Responsibilities of the Call/Contact Center Manager:

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

Requirements of the Call/Contact Center Manager:

Bachelor's degree with 3-5 years of managerial experience
Contact center, insurance, or financial services industry experience
Extensive experience with annuities and qualified/IRA plans
Active North Carolina Life Insurance License
Strong communication, organization, and problem-solving skills
Proven ability to lead, motivate, and manage multiple priorities

Compensation for the Call/Contact Center Manager:

$75,000 - $100,000 base salary
Full comprehensive benefits package, including health, vision, dental, PTO, and paid holidays
Relocation assistance available

Keywords:

operations manager, insurance operations, financial services, annuities, IRA plans, contact center leadership, people management, process improvement, operational excellence, compliance, client experience, Durham NC, onsite, hybrid, call center, contact center

This job opens for applications on 10/9/2026. Applications for this job will be accepted for at least 30 days from the posting date.

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Vacancy posted 4 days ago

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