Service Center Team Lead

About the role

Sedgwick is seeking a Service Center Team Lead to develop, implement, and maintain world-class service delivery, including quality assurance, client services, and workforce management, ensuring departmental objectives are met.

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.
• Supports the organization's quality program(s).
• Travels as required.

Supervisory responsibilities

• Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
• Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.
• Provides support, guidance, leadership and motivation to promote maximum performance.

Qualifications

• Bachelor's degree from an accredited college or university preferred.
• 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
• Excellent customer service 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