Remote Insurance Operations Leader

afniexternalcareers; United States; Remote; USD 76,000 - 85,000; Full time

Job summary

Afni is seeking an Operations Manager, Insurance Service to lead insurance sales and service operations within a contact center. This virtual role supports multiple states across the U.S. and requires strong leadership and budget management.

You will analyze performance data, coach front-line leaders, and drive metrics such as sales, quality, service levels, and profitability while delivering an exceptional customer experience.

Qualifications

• Bachelor’s degree preferred.
• 5+ years of coaching, leadership, or management experience.
• Contact center or BPO leadership experience 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

Management

Communication

Prioritization

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Afni is seeking an Operations Manager, Insurance Service to lead insurance sales and service operations within a contact center. This virtual role supports multiple states across the U.S. and requires strong leadership and budget management.

You will analyze performance data, coach front-line leaders, and drive metrics such as sales, quality, service levels, and profitability while delivering an exceptional customer experience.