The Director of Contact Center provides strategic leadership for the West Bend Service Centerās contact center operations, overseeing teams across claims, personal lines, and commercial enterprise.
Requirements
- Lead financial performance of the contact center, balancing cost efficiency with customer satisfaction.
- Ensure compliance with industry regulations and data privacy standards.
- Develop and implement KPI frameworks and real-time dashboards for workforce planning and performance optimization.
- Oversee customer care and contact center units to ensure high-quality service across all customer touchpoints.
- Foster a culture of continuous improvement in systems, processes, and user experience.
- Lead digital transformation initiatives, including the adoption of AI, automation, and advanced telephony/CRM platforms.
- Drive modernization of service delivery and scalability.
- Serve as the strategic voice of the Contact Center, influencing organizational strategy, product design, and customer engagement.
- Mentor and coach managerial staff to build a strong leadership bench and high-performance culture.
- Align departmental goals with broader organizational objectives to ensure consistency and accountability.
- Ensure efficient and professional handling of customer interactions in line with corporate standards.
- Set and monitor performance expectations and key service metrics.
- Drive continuous improvement in service quality, response times, and customer satisfaction.
- Optimize workforce management and implement technologies to enhance operational workflows and productivity.
Benefits
- 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
- Bonus eligible based on performance
