Bachelor's degree with 3-5 years of managerial experience
Experience in contact center, insurance, or financial services
Extensive knowledge of annuities and qualified/IRA plans
Active North Carolina Life Insurance License
Strong communication, organization, and problem-solving skills
Proven ability to lead and manage multiple priorities
Responsibilities
Oversee daily operations across various departments
Supervise and coach department leaders to enhance performance
Act as a subject matter expert, recommending process improvements
Develop and monitor key performance metrics
Manage escalated issues to ensure customer satisfaction
Review and approve client withdrawal requests for compliance
Lead hiring, training, and employee development initiatives
Contribute to employee engagement and workplace culture
Benefits
Comprehensive health, vision, and dental insurance
Paid time off and paid holidays
Relocation assistance available
Full Job Description
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 10/9/2026. Applications for this job will be accepted for at least 30 days from the posting date.
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About Piper Companies
Piper Companies is a staffing and recruiting firm based in Conshohocken, Pennsylvania. It provides staffing solutions for a variety of industries, including technology, healthcare, and finance. The company was founded in 2011 and has since grown to become a leading provider of staffing services in the Philadelphia area. Piper Companies is committed to providing high-quality service to its clients and candidates, and has a strong focus on building long-term relationships. The company is also known for its corporate social responsibility initiatives, including support for local charities and community organizations.
