On-Site Operations Manager, Insurance Services

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 contact center

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. 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 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.

At Afni, we believe great customer experiences start with great people. You're building a career with a company that invests in your growth, values your contributions, and gives you the opportunity to make a real impact every day. As a global customer engagement company, we partner with leading brands to help customers connect, solve problems, and achieve their goals. Whether you're supporting customers, leading a team, driving operational excellence, or advancing innovation, the work you do matters. At Afni, you'll have the opportunity to learn new skills, take on new challenges, and explore career paths across our diverse business areas. Competitive pay and performance-based incentives Comprehensive medical, dental, vision, life, and disability benefits Paid time off and holiday benefits Training, coaching, and career development opportunities Internal advancement and growth opportunities The chance to make a meaningful impact for our clients, customers, and communities

Our Commitment to Inclusion Employment decisions are based on qualifications, performance, business needs, and applicable job requirements, without regard to any characteristic protected by federal, state, or local law.