Salary Range: $76,000-$85,000
Position Purpose
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*
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 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.