Casualty Care Team Lead

By joining Sedgwick youll be part of something truly meaningful. Its what our 33000 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 theres no limit to what you can achieve.

Newsweek Recognizes Sedgwick as Americas Greatest Workplaces National Top Companies

Certified as a Great Place to Work

Fortune Best Workplaces in Financial Services & Insurance

Our teams connect! We collaborate onsite and have a hybrid work arrangement. 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

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

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.

ESSENTIAL FUNCTIONS and 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 teams 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.

ADDITONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Travels as needed.

QUALIFICATIONS

Education & Licensing
Bachelors 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 experience preferred.

Skills & Knowledge

• 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

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

Mental:Clear and conceptual thinking ability; excellent judgment troubleshooting problem solving analysis and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical:Computer keyboarding travel as required

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 are not intended to constitute a comprehensive list of functions duties or local retains the discretion to add or to change the duties of the position at any time.

Sedgwickis an Equal Opportunity Employer and a Drug-Free Workplace.