Apply on Employer Site

InsureOne Insurance · 1 month ago

Director of Sales, P&C Insurance Contact Center Operations

Farmington, Connecticut, United States

Full-time

Onsite

Senior Level, Lead/Staff

$125K/yr - $175K/yr

10+ years exp

InsureOne Insurance is one of the largest U.S. privately-held insurance companies, transforming how Americans protect what matters most. The Director of Sales, P&C Insurance Contact Center Operations will lead operational excellence and shape the customer experience while managing a team of 30+ professionals as part of the leadership team.

Auto InsuranceAutomotiveInsuranceLogistics

Responsibilities

Drive operational excellence across omni-channel sales and service functions

Champion digital transformation initiatives that revolutionize customer engagement

Build and execute strategies that balance exceptional service with aggressive growth targets

Partner with senior leadership to align operational capabilities with corporate vision

Inspire and develop 2-3 direct reports who lead their own teams

Create a culture of continuous improvement and innovation

Implement world-class training and development programs

Foster an environment where top talent thrives and grows

Optimize key metrics: ASA, conversion rates, first-call resolution, CSAT scores

Manage multi-million-dollar operational budgets with entrepreneurial mindset

Develop self-service capabilities and automation strategies

Build strategic partnerships with Marketing, IT, Product, and Compliance teams

Design and implement next-generation service delivery models

Lead workforce planning and optimization initiatives

Deploy cutting-edge contact center technologies (ACD, IVR, CTI systems)

Create seamless omni-channel experiences that delight customers

Qualification

Multi-Carrier Insurance ExpertiseIndependent Agency BackgroundProduct KnowledgeActive P&C LicenseOperations LeadershipFinancial ManagementContact Center MetricsConsultative SellingData-Driven Decision MakingTeam Leadership

Required

Multi-Carrier Insurance Expertise: Proven experience managing operations in multi-carrier environments with deep understanding of auto, home, and small commercial insurance sales

Independent Agency Background: Track record of success in independent agency or broker settings where carrier selection and customer choice drive the business model

Product Knowledge: Comprehensive understanding of P&C insurance products across multiple carriers, including coverage options, underwriting guidelines, and state-specific requirements

Active P&C License (or recently expired)

10+ years of progressive operations leadership in multi-carrier insurance environments

Demonstrated success leading 30+ person teams through transformation and growth

Experience managing comparative rating systems and multi-carrier quoting platforms

Expertise in auto, home, and small commercial insurance sales operations

Excellence in financial management and P&L responsibility

Mastery of contact center metrics and workforce management