Operations Manager
Afni, Inc.•Tucson, AZ
•$76,000 - $85,000•Onsite
About The Position
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.
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.
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.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
