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. 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.