Salary Range: $76,000-$85,000
Position Purpose
The Operations Manager, Insurance Sales & 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 position is on-site at our Tucson, AZ call center*
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 and develop a team of licensed insurance sales and customer service professionals 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.
Skills Required
- Bachelor's degree
- Five or more years of coaching, leadership, or management experience
- Contact center or BPO leadership experience
- Personal lines insurance license or 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
Afni, Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Afni, Inc. and has not been reviewed or approved by Afni, Inc..
-
Strong & Reliable Incentives — Incentive programs (performance-based and referral) are available in many roles and can add to earnings when targets are met. The pay-and-bonus structure is described as a positive aspect in certain positions.
-
Leave & Time Off Breadth — Paid time off for holidays and vacations is part of the package. Training periods also include additional holiday time, indicating a defined time-off offering.
-
Wellbeing & Lifestyle Benefits — Tuition reimbursement up to $5,250, a casual “Dress for Your Day” policy, and on-site events provide added non-cash value. Full-time schedules and referral rewards are also positioned as perks.
Afni, Inc. Insights
What We Do
When people reach for their phones, use laptops, or grab their tablets, Afni's contact center teams are there to provide prompt and friendly help. That's Afni. We're a global team of people who love helping companies develop meaningful and profitable relationships with customers. In 1936, we got our start in Bloomington, Illinois as a consumer collections agency. Today, we're so much more. Our channel strategies and customer lifecycle solutions give our clients ways to connect with their customers for many reasons, using their customers' channels of choice.
