Casualty Care Team Lead

About the role

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve. Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies Certified as a Great Place to Work® Fortune Best Workplaces in Financial Services & Insurance. PRIMARY PURPOSE: To develop, implement, and maintain the delivery of world-class service including quality assurance, client services, and workforce management ensuring departmental objectives are met.

All candidates must live near one of our centers of excellence: Dubuque, IA : 4141 Westmark Drive, Dubuque, IA 52002; Dublin, OH : 5500 Glendon Court Dublin OH 43016; New Albany, OH : 7795 Walton Parkway New Albany, OH 43054; Memphis, TN : 8125 Sedgwick Way, Memphis TN 38125; Southfield, MI : 300 Galleria Officentre Southfield MI 48034; Orlando, FL : 12650 Ingenuity Dr Orlando FL 32826; Irving, TX: 2201 W. Royal Lane Suite 125 Irving, TX 75063.

Responsibilities

• Assesses and evaluates current team competencies to develop a baseline of service opportunities.
• Leads efforts to refine Service Center measures and tracking systems for program improvements.
• Maintains records of training activities, colleague progress, and program effectiveness.
• Analyzes and resolves customer service issues.
• Supervises a Service Center unit (team) providing leadership, direction, and support and monitors team's daily performance.
• Monitors workloads and status; supports colleagues by providing advice on handling complex issues; and identifies and resolves problems and issues.
• Works with team leadership to develop, implement, and monitor staff development plans with a focus on overall customer service skills.
• Communicates with upper management regarding unit issues and resolutions.
• Performs other duties as assigned.
• Travels as needed.

Requirements

• Education & Licensing: Bachelor's degree from an accredited college or university preferred.
• Experience: Four (4) years of call center or customer service experience or equivalent combination of education and experience required. Supervisory experience preferred.

Skills

• Strong customer service skills including call center client processes and procedures
• Excellent team coaching, training, facilitation, and development skills
• Excellent oral and written communication, including presentation skills
• PC literate, including Microsoft Office products
• Analytical and interpretive skills
• Strong organizational skills
• Excellent interpersonal skills
• Excellent negotiation skills
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies

Schedule

Potential shift would be Monday - Friday 7AM - 8AM Start Time.