Operations Director, Insurance Sales & Service

Afni is hiring an Operations Director, Insurance Sales & Service who will be responsible for the overseeing all daily call center operations to ensure client metrics are achieved and customers are being provided an exceptional buying/service experience. The focus for this position initially will be in the area of Property and Casualty (P&C) Insurance, leading licensed and unlicensed sales and customer service agents. The Director will be responsible for leading and developing a high performing team focused on key performance requirements such as: sales goals, first call resolution, quality, service level requirements, attrition, and profitability while educating them on insurance rates and products. With Afni’s continued efforts to expand our insurance portfolio, future responsibilities could include Life & Health, Claims and Outbound Lead Generation.

What you will be doing:

  • Leading managers and coaches to meet or exceed insurance program data KPI's from the perspective of improving sales performance, customer service and quality on program (s) responsible for, primarily auto policies / bundles. Oversee analysis of daily, weekly and monthly reports / data and present to client for operations meetings and reviews. Initiate operational change to increase revenue and/or reduce cost and improve financial results Responsible that all appropriate deadlines are met.
  • Fostering client contact and maintaining a solid client interface with open lines of communication to ensure we are obtaining the highest levels of performance and client expectations. Oversee the operating procedures of the insurance program(s) to ensure client and company standards are being met or exceeded.
  • Managing the human resources process to maximize revenue within the program(s) by working with functional departments to accurately forecast, hire, train, and redistribute resources as required. Building positive relationships between support personnel and operations personnel.
  • Leading internal program communications to define program(s) objectives and accomplishments and promote a culture of unity, fairness and trust.

Requirements

What you will need:

  • Bachelor's degree with 8-10 years of proven leadership experience in the insurance industry to include substantial tenure leading teams in Property & Casualty, Life & Health and Outbound Lead Generation. Claims experience a plus.
  • Contact center leadership experience with the ability to drive sales through service is required, BPO experience strongly preferred.
  • Insurance Designation(s) required
  • Demonstrated understanding of state licensing processes
  • Intimate knowledge of relevant insurance products and services with the motivational skills to effectively drive performance.
  • Demonstrated sales, budgetary and P & L experience.
  • Strong leadership and interpersonal skills as well as exemplary oral and written communication skills.
  • Possess strong organizational and planning skills along with operational creativity.
  • Ability to analyze and accurately report Operational results.
  • Demonstrated proficiency with Microsoft Office.
  • Possess a passion for Customer Service.
  • Ability to cope with frequent and unexpected changes.

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 Bowling Green 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 Bowling Green community through fund raisers, community events, and other service opportunities. When you work here, you’ll have plenty of chances to get involved. In Bowling Green, we regularly support Big Brother/Big Sisters, March of Dimes, Animal Humane Society, Refugee Center, Relay for Life, 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