Manager, Contact Support Center

About the role

Piper Companies is seeking a hands-on leader to manage a contact support center for a growing insurance and financial-services client in the Raleigh-Durham, NC area. This hybrid role requires onsite presence three days a week and is ideal for someone who thrives in a fast-paced environment, oversees multiple operational functions, and drives team performance and accountability.

Responsibilities

• Oversee daily operations across multiple service-focused departments, ensuring alignment, efficiency, and high-quality service delivery.
• Directly manage and develop department leaders, providing coaching, performance feedback, and strategic guidance.
• Step into frontline workflows as needed to support teams, resolve escalations, and maintain operational continuity.
• Identify process gaps and implement improvements to enhance productivity, service levels, and customer experience.
• Partner with executive leadership to drive initiatives that support organizational growth and operational excellence.

Requirements

• Bachelor’s degree required.
• Prior experience in a contact center, insurance, or financial services environment.
• 5+ years of successful leadership managing customer service associates.
• Ability to work core hours of 9:00 AM – 6:00 PM with a hybrid schedule (3 days onsite in Raleigh-Durham, NC).

Pay

$80,000 – $105,000 annually.

Benefits

• Full comprehensive benefits: health, vision, dental.
• Paid time off, paid holidays, and sick leave (if required by law).
• Hybrid work schedule (3 days onsite).

Schedule

Hybrid (3 days onsite in Raleigh-Durham, NC), core hours 9:00 AM – 6:00 PM.