Call/Contact Center Manager

About the role

Piper Companies is seeking a hands-on Call/Contact Center Manager to support a growing organization in the insurance and financial services industry. This is a direct placement role with an onsite requirement of three days per week in Durham, North Carolina.

Responsibilities

• 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
• Contribute to employee engagement initiatives and workplace culture

Requirements

• Bachelor’s degree
• 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

Benefits

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