Casualty Care Team Operations Manager

Taking care of people is at the heart of everything we do and we start by taking care of you our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. Its an opportunity to do something meaningful each and every day. Its having support for your mental physical financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.

A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference who enjoys a challenge and above all if youre someone who cares theres a place for you here. Join us and contribute to Sedgwick being a great place to work.

Great Place to Work
Most Loved Workplace
Forbes BestinState Employer

PRIMARY PURPOSE:To provide leadership and support in meeting daytoday Service Center objectives including service excellence; and to support continued Service Center growth and development.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Manages daytoday operations ensuring daily client service objectives are met; ensures workload objectives are met timely and accurately.
• Provides professional and organizational development direction to Service Center supervisory staff and in their colleague team development role.
• Produces scheduled reports; maintains reporting databases as instructed.
• Contributes to development schedules for Service Center functional areas effectively balancing client needs with colleague availability and diversity.
• Provides effective and constant communication to Service Center Director and key stakeholders; provides effective communication of Service Center processes and procedures change/updates to internal and external colleague staff.
• Identifies and assists in implementation of various training programs; coordinates training of Service Center colleagues on departmental applications and procedures.
• Represents the company with industry groups.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• 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

Education & Licensing
Bachelors degree from an accredited college or university strongly preferred.

Experience
Six 6 years of supervisory/management experience in a multisite or high volume call center or customer service center environment or equivalent combination of education and experience required to include experience with applicable call center technology tools.

Skills & Knowledge

• Strong customer service skills
• Demonstrated crossfunctional leadership skills
• Thorough knowledge of service center processes and procedures
• Knowledge of claims management processes
• Excellent oral and written communication including presentation skills
• PC literate including Microsoft Office products and call center software
• Demonstrated leadership/management/motivational skills
• Analytical and interpretive skills
• Strong organizational skills
• Excellent negotiation skills
• Excellent interpersonal skills
• Ability to troubleshoot intake processes and client service issues
• Ability to prioritize and handle multiple tasks
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies

WORK ENVIRONMENT
When applicable and appropriate consideration will be given to reasonable accommodations.

Mental:Clear and conceptual thinking ability; excellent judgment and discretion; ability to handle workrelated stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical:Computer keyboarding

Auditory/Visual:Hearing vision and talking

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description.They are not intended to constitute a comprehensive list of functions duties or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Sedgwickis an Equal Opportunity Employer and a DrugFree Workplace.

If youre excited about this role but your experience doesnt align perfectly with every qualification in the job description consider applying for it anyway! Sedgwick is building a diverse equitable and inclusive workplace and recognizes that each person possesses a unique combination of skills knowledge and experience. You may be just the right candidate for this or other roles.