Bilingual Service Center Lead - Elevate Customer Experience

Sedgwick Claims Management Services Ltd; Town of Florida (NY); Hybrid; USD 75.000 - 105.000; Vollzeit

Zusammenfassung

Sedgwick is seeking a Service Center Team Lead to develop and maintain world-class service delivery, quality assurance, and workforce management. You will lead a team, ensure departmental objectives are met, and monitor daily performance.

The role emphasizes coaching, training, and developing staff, with strong focus on customer service excellence and collaboration with upper management.

Qualifikationen

• Bachelor's degree preferred.
• Four years of call center or customer service experience; supervisory experience preferred.
• Strong customer service and communication skills.

Aufgaben

• 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.
• Analyses and resolves customer service issues.
• Supervises a Service Center unit (team) providing leadership, direction and support and monitors team's daily performance.
• Communicates with upper management regarding unit issues and resolutions.

Kenntnisse

Customer service

Call center

Coaching

Communication

Teamwork

Problem solving

Organizational skills

Negotiation

Ausbildung

Bachelor's degree

Tools

Microsoft Office

Jobbeschreibung

Sedgwick is seeking a Service Center Team Lead to develop and maintain world-class service delivery, quality assurance, and workforce management. You will lead a team, ensure departmental objectives are met, and monitor daily performance.

The role emphasizes coaching, training, and developing staff, with strong focus on customer service excellence and collaboration with upper management.