Call/Contact Center Manager

Piper Companies is seeking a hands-on leader to manage a call/contact center for a growing organization within the insurance and financial services industry. This is a direct placement with an onsite requirement of three days per week in Durham, North Carolina.

About the role

Oversee day-to-day operations across New Business, Premium Remittance, Licensing/Commissions, Client Support, Producer Support, and Claims.

Responsibilities

• 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

• 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

Pay

$75,000 - $100,000 base salary

Benefits

• Full comprehensive benefits package, including health, vision, and dental
• PTO and paid holidays
• Relocation assistance available