Service Center Quality Supervisor Job at West Bend Mutual Insurance Company
Summary of Responsibilities
Responsible for quality assurance in the Service Center department, including scheduling of associates in workforce tool, tracking real time service levels and quality audit findings. Provide timely feedback that positions the division to make intra-day updates to optimize results. Responsible for tracking data on monthly dashboard, process timings and allocations, and other key metrics across the division. Utilize speech analytics to proactively seek better experiences and processes for customers. Discover and implement customer service training in alignment with departmental goals, including scheduling of associate training sessions. Manage resource material within knowledgebase and learning management system to ensure information integrity and ease of use for associates.
Preferred Experience and Skills
- 5 years contact center experience
- Supervisory experience
- Knowledge of personal computers
- Intermediate to advanced Excel Skills
- Analytical Skills
- WFM experience
- Oral and written communication skills
- Interpersonal skills
- Training / coaching skills
Preferred Education and Training
- Bachelor’s degree in Communication, Business, or related field
- Completion of Program in General Insurance
- Project lead / project management training
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, promotion, termination, transfer, leaves of absence, compensation and training.
Please Note :
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