Call Center Manager

Piper Companies is hiring a Call Center Manager for a growing, tech-driven organization in the insurance and annuities space located in Durham, NC. The Call Center Manager will oversee and improve core operational functions across multiple departments including contact center, client support, and claims, while driving performance, process improvements, and team development. The Call Center Manager is a full-time direct placement role and is a hybrid position requiring 3 days onsite per week in Durham, NC.

Responsibilities of the Call Center Manager:

• Oversee day-to-day operations across departments including contact center, client support, and claims

• Supervise and coach department leaders to drive performance, productivity, and quality standards

• Handle escalated operational issues and ensure resolution with high customer satisfaction

• Develop and implement process improvements, operational metrics, and best practices

• Lead hiring, training, mentoring, and employee engagement initiatives within the operations team

• Review and approve financial transactions such as withdrawals while ensuring compliance and risk mitigation

Requirements of the Call Center Manager:

• 2+ years of managerial experience, preferably in a contact center, insurance, or financial services environment

• Strong background in operations management within insurance or financial services

• Proven leadership, coaching, and performance management experience

• Strong organizational, communication, and problem-solving skills in a fast-paced environment

• NC Life License required (or ability to obtain quickly)

• Bachelor’s Degree required

Compensation for the Call Center Manager:

• $80,000 – $100,000, based on experience

• Full Comprehensive Benefits: Health, Vision, Dental, PTO, Paid Holiday and Sick Leave if Required by Law

This job opens for applications on August 3, 2026. Applications for this job will be accepted for at least 30 days from the posting date.

Keywords: Operations Manager, Call Center, Contact Center, Insurance, Operations, Life Insurance, Financial Services, Team Leadership, Process Improvement, Customer Experience, Annuities, Retirement

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