Company Overview

Recognized as a Milwaukee Journal Sentinel Top Workplace for 12 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.

Responsibilities & Qualifications

Summary of Responsibilities

• Supervise the daily activities of the Support Services team.
• Understand the workload and be knowledgeable about the technical responsibilities of the team. 
• Plan and monitor workflow of assigned area including monitoring service center calls, work volume, and staffing levels on an intraday basis to meet service-level agreements.
• Partner with fellow members of management to discuss daily workloads to ensure service levels are being met across all teams. Understand how to analyze the data to make suggestions on how to meet workload demands. 
• Establish and maintain good relationships with other business units and all third-party vendors ensuring quality of service.
• Handle complaints and/or escalated issues from agents and monitor customer feedback.
• Responsible for the selection, training, and performance of associates, including personnel actions such as salary and bonus adjustments, performance appraisals, promotions, etc.
• Maintain the accuracy of the written documentation for your assigned team.
• Assist with other projects as requested by Management.

**This will position will be on site at our West Bend, WI corporate office with the possibility of going hybrid after training at the discretion of your manager. Hours will be Monday-Friday, 8:00am-4:30pm. 

Preferred Experience and Skills

• 1 to 3 years supervisory experience
• Problem solving and analytic skills
• Knowledge of personal computers with proficiency in Microsoft Office products
• Knowledge and analytical skills related to contact center metrics and tools
• Strong interpersonal skills
• Strong coaching skills
• 5-7 years of insurance experience including underwriting, call center and claims

Preferred Education and Training

• Bachelor’s degree in business, Insurance or related field
• Agent’s license
• Completion of CISR Designation
• Associate in General Insurance designation

EEO

West 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. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, and promotion.