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 Care Team Lead 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 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. ADDITONAL FUNCTIONS and RESPONSIBILITIES Performs other duties as assigned. Travels as needed. QUALIFICATIONS 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 & 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 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. Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace. If you're excited about this role but your experience doesn't 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. Sedgwick is the world’s leading risk and claims administration partner, which helps clients thrive by navigating the unexpected. The company’s expertise, combined with the most advanced AI-enabled technology available, sets the standard for solutions in claims administration, loss adjusting, benefits administration, and product recall. With over 33,000 colleagues and 10,000 clients across 80 countries, Sedgwick provides unmatched perspective, caring that counts, and solutions for the rapidly changing and complex risk landscape. For more, see sedgwick.com

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