Service Center Supervisor

West Bend Insurance Company

. Supervise the activities of contact center associates within the Service Center division .

Posted 9/24/2026full-timeWest Bend • Wisconsin • United StatesMid-LevelSenior💰 $77,204 - $96,505 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in supervising contact center associates, with a focus on performance management, workflow planning, and quality assurance. Possesses extensive experience in the insurance industry, particularly in underwriting and customer service operations.

Highest-signal resume keywords

5+ Years Insurance ExperienceSupervisory ExperienceProperty & Casualty Agents LicenseCoaching And Mentoring SkillsProblem Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

UnderwritingContact Center ManagementBilling SupportPerformance AppraisalsQuality AssuranceWorkflow PlanningChange ManagementCustomer Feedback Monitoring

Soft Skills

Communication SkillsInterpersonal Skills

Tools & Technologies

Personal Computers

Certifications & Qualifications

Property & Casualty Agents LicenseAssociate In General Insurance Designation

Industry Keywords

InsuranceCustomer ServiceService CenterThird-Party Vendor Management

About the role

Key responsibilities & impact

Supervise the activities of contact center associates within the Service Center division
Select, train, and manage associate performance, including salary and bonus adjustments, performance appraisals, and promotions
Plan and monitor workflow of the assigned area
Audit interactions for low-effort experiences, quality customer service, and compliance within the letter of authority
Monitor and maintain relationships with third-party vendors to ensure 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
Ensure day-to-day operations run smoothly while driving performance, consistency, and strong customer experience

Requirements

What you’ll need

5+ years of insurance experience including underwriting, contact center, billing, and other support services
1 year of supervisory experience
Problem solving skills
Knowledge of personal computers
Communication skills
Interpersonal skills
Coaching and mentoring skills
Associate’s or Bachelor’s degree in Business, Insurance or related field preferred
Property & Casualty Agents license
Associate in General Insurance designation

Benefits

Comp & perks

Medical & Prescription Insurance
Health Savings Account
Dental Insurance
Vision Insurance
Short and Long Term Disability
Flexible Spending Accounts
Life and Accidental Death & Disability
Accident and Critical Illness Insurance
Employee Assistance Program
401(k) Plan with Company Match
Pet Insurance
Paid Time Off; standard first year PTO is 17 days, prorated based on month of hire
Enhanced PTO may be available for experienced candidates
Bonus eligible based on performance