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 9/25/2026. Applications for this job will be accepted for at least 30 days from the posting date.
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