Leads insurance sales and service operations in a contact center environment. Oversees frontline leaders, performance metrics, staffing, quality, sales, profitability, budgets, client relationships, employee development, recruiting, training, and operational improvements. Analyzes performance data, manages resources and projects, coordinates policy and process changes, and ensures strong customer experiences while meeting business objectives.
Job Summary & Responsibilities
Salary Range: $76,000-$85,000
Position Purpose
The Operations Manager, Insurance Service is responsible for leading insurance sales and service operations within a contact center environment. This role drives performance across key business metrics, including sales, quality, service levels, staffing, attrition, attendance, and profitability, while ensuring an exceptional customer experience.
*This virtual opportunity is available to candidates residing in Alabama, Arizona, Florida, Georgia, Iowa, Kentucky, North Carolina, South Carolina, Tennessee, Texas, or Wisconsin. Please note that candidates who live within a 60-mile radius of our Tucson, AZ office will be considered for an on-site role.*
Why Join Afni?
At Afni, we believe our people are our greatest competitive advantage. We’re committed to creating opportunities for growth, encouraging innovation, and empowering employees to make a meaningful impact on the business.
What We Offer
- Competitive compensation and a comprehensive benefits package
- Medical, dental, vision, and prescription coverage
- 401(k) plan with company match
- Paid time off and paid holidays
- Tuition reimbursement and professional development opportunities
- A collaborative culture focused on continuous improvement, accountability, and innovation
Essential Functions and Responsibilities
- Lead, coach, and develop front-line leaders responsible for delivering exceptional insurance service operations in a contact center environment.
- Drive performance across key business metrics, including sales, quality, service levels, staffing, attendance, attrition, and profitability.
- Analyze operational and sales performance data to identify trends, opportunities, risks, and resource planning needs.
- Utilize performance metrics and reporting to make informed business decisions and improve results.
- Manage daily operations to increase sales, improve quality, reduce costs, and ensure operational effectiveness.
- Build and maintain strong client relationships while serving as a key point of contact for operational performance and customer experience.
- Manage department budgets, project teams, and resources while maximizing business results.
- Coordinate communication, training initiatives, policies, procedures, and operational changes among internal teams and clients.
- Recruit, coach, develop, and evaluate employees while addressing performance concerns in a timely and professional manner.
- Foster a culture of accountability, employee development, and continuous improvement.
Minimum Job Requirements
- Bachelor’s degree preferred.
- Five or more years of coaching, leadership, or management experience.
- Contact center or BPO leadership experience strongly preferred.
- Personal lines insurance license or the ability to obtain licensure.
- Knowledge of state insurance licensing processes.
- Strong understanding of auto insurance products and services.
- Proven budget management and P&L experience.
- Strong organizational, planning, verbal, and written communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficiency with Microsoft Office products.
- Ability to work a flexible schedule, including some nights and weekends.
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