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.
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.
Qualifications
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.