On-Site Insurance Sales & Service Operations Lead

afniexternalcareers; Tucson (AZ); On-site; USD 76,000 - 85,000; Full time

Benefits offered by this job

Benefits package

Medical coverage

401(k) match

Paid time off

Tuition reimbursement

Collaborative culture

Job summary

Afni is seeking an Operations Manager for Insurance Sales & Service in our Tucson, AZ call center. You will lead a team to optimize sales, quality, and customer experience while managing budgets and staffing. On-site role with growth opportunities.

You will drive performance, build client relationships, and implement process improvements in a fast-paced environment that values accountability and collaboration.

Qualifications

• Bachelor’s degree preferred.
• 5+ 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

Coaching experience

Leadership experience

Management experience

Verbal and written communication

Budget management

P&L experience

Microsoft Office

Education

Bachelor’s degree preferred

Tools

Microsoft Office

Job description

Afni is seeking an Operations Manager for Insurance Sales & Service in our Tucson, AZ call center. You will lead a team to optimize sales, quality, and customer experience while managing budgets and staffing. On-site role with growth opportunities.

You will drive performance, build client relationships, and implement process improvements in a fast-paced environment that values accountability and collaboration.