Service Center Supervisor

Company OverviewRecognized as a Milwaukee Journal Sentinel Top Workplace for 14 consecutive years, including three years of being honored as number one! Join us at West Bend, where we believe that our associates are our greatest asset. We hire talented individuals who are conscientious, dedicated, customer focused, and able to build lasting relationships. We create and maintain an environment where you feel a sense of belonging and appreciation. Your diversity of thought, experience, and knowledge are valued. We’re committed to fostering a welcoming culture, offering you opportunities for meaningful work and professional growth. More than a workplace, we celebrate our successes and take pride in serving our communities.

Interested in this role You can find all the relevant information in the description below.
Job SummaryAs the Service Center Supervisor, you will be responsible for supervising the activities of contact center associates as assigned within the Service Center division. You'll play a key role in ensuring day-to-day operations run smoothly while driving performance, consistency, and strong customer experience.
Work LocationThis position offers a hybrid work schedule. Candidates who are located within 50 miles of a West Bend office location will work a hybrid schedule for collaboration days, team meetings or other in-person events. The position can be based in West Bend, WI.
Key ResponsibilitiesResponsible for the selection, training, and performance of associates including personnel actions such as salary and bonus adjustments, performance appraisals, promotions, etc.Plan and monitor the workflow of the assigned area.Audit interactions with a focus on low-effort experiences, quality customer service, and compliance within our letter of authority.Monitor and maintain good relationships with all third-party vendors ensuring quality of service.Support company-wide initiatives and change management for current and future products and services.Handle complaints from agents and monitor customer feedback.Handle escalated issues from staff.
Preferred Experience and Skills5 + years of insurance experience including underwriting, contact center, billing, and other support services.1 year of supervisory experienceProblem solving skillsKnowledge of personal computersCommunication skillsInterpersonal skillsCoaching and mentoring skills
Preferred Education and TrainingAssociate’s or Bachelor’s degree in Business, Insurance or related fieldProperty & Casualty Agents licenseAssociate in General Insurance designation
Salary StatementThe salary range for this position is $77,204 - $96,505
The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, business needs, geographical location, and internal equity. Compensation decisions are made by West Bend and are dependent upon the facts and circumstances of each position and candidate.Benefits
West Bend offers a comprehensive benefit plan including but not limited to: Medical & Prescription InsuranceHealth Savings AccountDental InsuranceVision InsuranceShort and Long Term DisabilityFlexible Spending AccountsLife and Accidental Death & DisabilityAccident and Critical Illness InsuranceEmployee Assistance Program401(k) Plan with Company MatchPet InsurancePaid Time Off. Standard first year PTO is 17 days, pro-rated based on month of hire. Enhanced PTO may be available for experienced candidatesBonus eligible based on performanceWest Bend will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act for Colorado employees, in accordance with its plans and policies.
EEOWest Bend provides equal employment opportunities to all associates and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. xzbcwsv This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, and promotion.