Virtual Operations Manager

Afni, Inc.; Northern (KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation & benefits

Medical, dental, vision coverage

401(k) with company match

Paid time off & holidays

Job summary

Afni, Inc. is seeking an Operations Manager, Insurance Service to lead insurance sales and service operations within a contact center environment, driving performance across sales, quality, service levels, staffing, attrition, attendance and profitability while delivering an exceptional customer experience.

This remote role is available to candidates in Alabama, Arizona, Florida, Georgia, Iowa, Kentucky, North Carolina, South Carolina, Tennessee, Texas, or Wisconsin.

Qualifications

• Five+ 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.
• Drive performance across key metrics: sales, quality, service levels, staffing, attendance, attrition, and profitability.
• Analyze performance data to identify trends, opportunities, risks, and resource needs.
• Utilize metrics and reporting to inform decisions and improve results.
• Manage daily operations to increase sales, improve quality, reduce costs, and ensure effectiveness.
• Build and maintain strong client relationships and serve as point of contact for performance and customer experience.
• Manage budgets, projects, and resources while maximizing business results.
• Coordinate communication, training, policies, and changes among teams and clients.
• Recruit, coach, develop, and evaluate employees and address performance concerns.
• Foster accountability and a culture of continuous improvement.

Skills

Leadership

Coaching

Operations management

Budget management

P&L experience

Tools

Microsoft Office

Job description

The Operations Manager, Insurance 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 virtual opportunity is available to candidates residing in Alabama, Arizona, Florida, Georgia, Iowa, Kentucky, North Carolina, South Carolina, Tennessee, Texas, or Wisconsin. Please note that candidates who live within a 60-mile radius of our Tucson, AZ office will be considered for an on-site role.*

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.

Requirements

• 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.

Shift

Full-time