Bilingual Service Center Lead - Elevate Customer Experience

Sedgwick; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Sedgwick, a global leader in risk solutions, seeks a Bi-lingual Service Center Team Lead to drive world-class customer service in a dynamic call center environment. You will supervise a unit, coach staff, monitor performance, and partner with management to implement improvements and QA initiatives.

Requirements include a Bachelor's degree (preferred) and at least four years in call center or customer service with supervisory experience.

Qualifications

• Bachelor’s degree from an accredited college or university preferred.
• Four (4) years of call center or customer service experience or equivalent combination of education and experience required. Supervisory experience preferred.
• Strong customer service, coaching and communication skills expected.

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.
• Analyses 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.
• W orks 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

Customer service

Coaching

Communication

Microsoft Office

Analytical skills

Organizational skills

Interpersonal skills

Negotiation

Teamwork

Education

Bachelor’s degree (preferred)

Tools

Microsoft Office

Job description

Sedgwick, a global leader in risk solutions, seeks a Bi-lingual Service Center Team Lead to drive world-class customer service in a dynamic call center environment. You will supervise a unit, coach staff, monitor performance, and partner with management to implement improvements and QA initiatives.

Requirements include a Bachelor's degree (preferred) and at least four years in call center or customer service with supervisory experience.