Bi-lingual Service Center Team Lead

Sedgwick; Houston (TX); Remote; USD 65,000 - 95,000; Full time

Job summary

Sedgwick is seeking a Bi-lingual Service Center Team Lead to guide a customer service unit and drive performance. You will oversee QA, client services, and workforce management while coaching staff, refining metrics, and ensuring team success.

Required are 4+ years in call center or customer service with supervisory experience and a Bachelor’s degree preferred. This is a full-time remote role in the U.S. with strong communication and organizational skills.

Qualifications

• Bachelor's degree preferred.
• 4+ years in call center or customer service; supervisory experience preferred.
• Strong customer service, coaching, and communication skills.
• Bilingual in English and Spanish preferred.

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.

Skills

Bilingual (English/Spanish)

Customer service leadership

Coaching & training

Communication skills

Teamwork & collaboration

Analytical skills

Organizational skills

Negotiation skills

Performance management

Education

Bachelor's degree preferred

Tools

Microsoft Office

Job description

Telecommuter FL

Telecommuter TX

Full time

R78700

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

Bi-lingual Service Center Team Lead

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.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• 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

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.

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