Director - Contact Center

Recognized as aMilwaukee Journal SentinelTop 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.

The Director of Contact Center provides strategic leadership for the West Bend Service Center's contact center operations, overseeing teams across claims, personal lines, and commercial enterprise. This role is responsible for positioning the contact center as a growth engine by leveraging customer insights to drive retention, loyalty, and cross-sell opportunities. The Director ensures operational alignment with the Service Center's strategic goals, driving performance, efficiency, compliance, and innovation. Additionally, this role builds and maintains a strong partnership with the Director of Contact Center Support to ensure contact center priorities align to operational needs without duplicating operational ownership.

This position is not a remote opportunity. This position offers a hybrid schedule for collaboration days, team meetings or other in-person events and can be based out of our West Bend or Madison offices.

External applications will be accepted on a rolling basis while the position remains open.

Key Responsibilities

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.
• Ensure timely and accurate handling of inquiries related to policy servicing, billing, coverage, and account updates.
• 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.

Preferred Experience and Skills

• 10 years of contact center experience including leadership of the contact center teams.
• 6 years of experience in a leadership role
• Financial and operational leadership, with experience balancing cost efficiency, service levels, and customer experience.
• Strategic thinker with strong problem-solving and decision-making abilities.
• Expertise in contact center performance management, including KPIs, workforce planning, analytics, and servicelevel optimization.
• Proven experience leading digital transformation, including CRM, telephony, automation, AI, and scalable service models.
• Ability to leverage customer insights and data to drive retention, loyalty, and growth.
• Change management, crossfunctional influence, and oral and written communication skills.

Preferred Education and Training

• Bachelor's degree in Business or related field

The salary range for this position is $139,735-$174,669.

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.

West Bend offers a comprehensive benefit plan including but not limited to:

• 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, pro-rated based on month of hire. Enhanced PTO may be available for experienced candidates

• Bonus eligible based on performance

• West 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.

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.

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