Call/Contact Center Manager - 176574

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 ClaimsSupervise and coach department leaders, driving performance, engagement, and accountabilityAct as an operations subject matter expert, recommending process improvements and best practicesDevelop and monitor metrics related to turnaround time, volume, accuracy, and qualityManage escalated issues to resolution, ensuring strong collaboration and customer satisfactionReview and approve client withdrawal requests for compliance, fraud prevention, and contract accuracyLead hiring efforts, training initiatives, and employee development within OperationsActively contribute to employee engagement initiatives and workplace culture Requirements of the Call/Contact Center Manager: Bachelor’s degree with 3–5 years of managerial experienceContact center, insurance, or financial services industry experienceExtensive experience with annuities and qualified/IRA plansActive North Carolina Life Insurance LicenseStrong communication, organization, and problem-solving skillsProven ability to lead, motivate, and manage multiple priorities Compensation for the Call/Contact Center Manager: $75,000 - $100,000 base salaryFull comprehensive benefits package, including health, vision, dental, PTO, and paid holidaysRelocation 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 10/16/2026. Applications for this job will be accepted for at least 30 days from the posting date. #HYBRID