Join a fast-paced, constantly-evolving and ever-growing environment. At Afni, our Operations teams put talent to work on diversified client projects. We are problem-solvers who work close to the action.

As an Operations Manager, you will be responsible for the overall facilitation of project key performance indicators, including collection results, compliance, quality, staffing (attrition/attendance) and profitability. The Operations Manager will directly manage a team of Operations Project Coaches, and will be responsible for fostering employee leadership while taking an active role in promoting a performance based culture built on fairness, respect, flexibility, accountability and compliance.

What you will be doing:

  • Collect, analyze and present appropriate program data from the perspective of improving performance and quality on project(s) responsible for. Analyze daily, weekly and monthly reports to current status and recommend future resource planning. Provide data for and actively participate in client-operations reviews/calls and meet all appropriate deadlines, as specified.
  • Ensure consistent & effective daily operations management by managing center resources and capitalizing on opportunities to maximize the return on our treatment and human capital investments.
  • Create and maintain a solid client interface with open lines of communication to ensure the highest levels of customer service.
  • Accountable for effectively managing project teams and department spending while maximizing KPI achievement. Work closely with strategy and compliance to implement effective, efficient and compliant treatment strategies. Assist in the adherence, planning and analysis of the center's operational budget.
  • Coordinate communication of policies and procedures, project objectives, and training between corporate (compliance department and/or HR), staff, and client. Document and assist in the implementation of center/departmental policies and procedures. Work closely with our Compliance Department.
  • Develop and maintain a performance based culture built on fairness, respect, flexibility, accountability and compliance. Facilitate leadership development initiatives by effectively motivating, empowering and providing immediate feedback to staff. Responsible for project 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 Center Director.

Requirements

As an Operations Manager, you must have the skills and experience necessary to build strong relationships and foster an open and transparent environment; one where the entire staff feels comfortable coming to you with issues and questions. You must be a strong leader with a coaching mentality, always focused on ensuring that your teams have the resources they need and are well trained.

What you will need:

  • Bachelor's degree and 3-5 years of relevant customer service / sales experience in a call center environment.
  • Proven management / leadership experience preferred.
  • Intimate knowledge of both inbound and outbound processes with the motivational skills to effectively drive customer satisfaction is preferred.
  • Proven budgetary and P&L experience.
  • Strong organizational and planning skills are preferred.
  • 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.

Looking for a fun place where you can fit in, fuel your passions, help people, and take charge of your career? You’re in the right place. Join the Afni family and be part of our talented global team passionate about helping people and pursuing the life we dream about.  

Do Your Best Work and Grow Your Career

When you join Afni, we'll instantly make you part of our global family of friendly people focused on making really good customer experiences happen. If you're like us, you want to belong to something special, have meaningful work to do, and know how to achieve your career and life goals. 

Our award-winning training and development programs get you ready to work and grow. If you’re the kind of person who wants to build a career and learn new things, we’ll provide the path and the tools to get you there. You bring the motivation and commitment. 

Work in and Support the Bloomington-Normal Community

Are you the kind of person who loves to get involved in community events and non-profit organizations? We love it and make it a habit to respond to the needs of the Bloomington-Normal community through fund raisers, community events, and other service opportunities. 

When you work here, you’ll have plenty of chances to get involved. In Bloomington-Normal, we regularly support the United Way, Big Brothers and Big Sisters, St. Jude Children's Research Hospital, Easter Seals, American Heart Association, CISAR Animal Shelter, and more.

The Perks

Incentives + Bonus
Incentives + Bonus
Competitive Pay
Competitive Pay
Dress for Your Day
Dress for Your Day
Paid Time Off
Paid Time Off
Tuition Reimbursement
Tuition Reimbursement
Fun Events
Fun Events
Referral Bonus
Referral Bonus

Getting Hired

Here’s what to expect and how our hiring process works.

1.

Start your application online by filling out our easy form (literally easy – it takes only a couple of minutes if you type fast). Then, attach your resume and cover letter so that we can get to know you better.

2.

We'll review your qualifications and experience for a possible match. If it looks good, we'll invite you to provide some more information. But don’t worry, it won’t take too long.

3.

If everything still looks promising, we'll be in touch to schedule an interview. Usually this is an initial phone interview followed by a face-to-face meeting. 

4.

We do our best to keep the ball rolling and realize the opportunity needs to be a fit for both you and us. If it doesn’t work out, don’t worry. We may have other positions that are a better fit. Our goal is to place you in a role that gives both you and Afni the best opportunity to succeed.