On-Site Insurance Ops Leader - Drive Sales & Service

Afni, Inc.; Tucson (AZ); On-site; USD 76,000 - 85,000; Full time

Job summary

Afni, Inc. is seeking an Operations Manager for Insurance Sales & Service at our Tucson, AZ call center. The role leads sales and service operations, driving performance across key metrics such as sales, quality, and profitability while ensuring a superior customer experience.

The position requires strong leadership, budgeting, and people management skills, with on-site work in Tucson. Afni offers competitive compensation, comprehensive benefits, and opportunities for growth within a

Qualifications

• 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 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, 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.

Skills

Leadership

Coaching

Budget management

P&L management

Communication

Data analysis

Staffing

Operations management

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Afni, Inc. is seeking an Operations Manager for Insurance Sales & Service at our Tucson, AZ call center. The role leads sales and service operations, driving performance across key metrics such as sales, quality, and profitability while ensuring a superior customer experience.

The position requires strong leadership, budgeting, and people management skills, with on-site work in Tucson. Afni offers competitive compensation, comprehensive benefits, and opportunities for growth within a