Salary Range: $76,000-$85,000
Position PurposeThe 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*Essential Functions and Responsibilities- Lead and develop a team of licensed insurance sales and customer service professionals 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.
Minimum Job Requirements- 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.
