Join a fast-paced, constantly-evolving and ever-growing environment. At Afni, our contact center Operations teams put talent to work on diversified client projects. We are problem-solvers who work close to the action.
We are hiring an Operations Manager, Insurance Sales & Service, who will directly manage a team of licensed insurance sales agents and customer service agents in an inbound call environment ensuring customers are being provided an exceptional buying/service experience while educating them on insurance rates and products.
What you will be doing:
Collect, analyze and present appropriate program data from the perspective of improving sales performance and quality on program (s) responsible for, primarily auto policies / bundles. Analyze daily, weekly and monthly reports to current status and recommend future resource planning. Provide data and be an active participant in client-operations review and meet all appropriate deadlines, as specified.
Ensure consistent & effective daily operations management by managing resources and capitalizing on opportunities to increase sales, reduce costs and improve the quality of our work product.
Create and maintain a solid client interface with open lines of communication to ensure the highest levels of customer service. Foster strong relationships with our customers to maintain a high level of client retention and product loyalty.
Accountable for effectively managing project teams and department spending while maximizing sales goal attainment.
Coordinate communication of policies and procedures, project objectives, and training between corporate, staff, and client. Document and assist in the implementation of department policies / procedures as well as updated or new offerings.
Facilitate leadership development initiatives by effectively motivating, empowering and providing immediate feedback to staff. Responsible for program hiring decisions, termination requests, time authorizations, the development and presentation of performance appraisals, and professional development and coaching of subordinates. Ensure staff performance issues are addressed in a timely and professional manner. Communicate potential performance issues and provide solutions to Operations Director.
What you will need:
Bachelor's degree preferred and 5+ years of relevant coaching and or management experience in the insurance industry with minimum of 2 years' experience in auto insurance sales.
Personal lines licenses or must be able to obtain
Demonstrated understanding of state licensing processes
Intimate knowledge of auto insurance products and services with the motivational skills to effectively drive performance.
Proven budgetary and P&L experience.
Possess strong organizational and planning skills.
Strong verbal and written communication skills are required.
Ability to handle multiple tasks and work with shifting priorities.
Demonstrated proficiency with Microsoft Office.
Must be able to work flexible schedule including nights and weekends.