On-Site Operations Manager

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, 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.