Care Team Operations Leader

Sedgwick; Orlando (FL); Sur place; USD 85 000 - 110 000; Plein temps

Résumé du poste

Sedgwick seeks a Care Team Operations Manager to lead day-to-day Service Center operations, ensuring client service objectives are met and fostering growth. This role focuses on staff development, reporting, and process improvement across multiple sites.

The ideal candidate has extensive supervisory experience in high-volume call centers, excellent communication, and a proven ability to drive performance while maintaining team engagement and service excellence.

Qualifications

• Bachelor’s degree from an accredited college or university strongly preferred.
• Six (6) years of supervisory/management experience in a multi-site or high volume call center or customer service center environment or equivalent combination of education and experience required to include experience with applicable call center technology tools.

Responsabilités

• Manages day-to-day operations ensuring daily client service objectives are met; ensures workload objectives are met timely and accurately.
• Provides professional and organizational development direction to Service Center supervisory staff and in their colleague team development role.
• Produces scheduled reports; maintains reporting databases as instructed.
• Contributes to development schedules for Service Center functional areas effectively balancing client needs with colleague availability and diversity.
• Provides effective and constant communication to Service Center Director and key stakeholders; provides effective communication of Service Center processes and procedures change/updates to internal and external colleague staff.
• Identifies and assists in implementation of various training programs; coordinates training of Service Center colleagues on departmental applications and procedures.
• Represents the company with industry groups.

Connaissances

Customer service skills

Cross-functional leadership

Service center processes

Claims management processes

Communication skills

Microsoft Office

Leadership / motivation

Analytical skills

Organizational skills

Negotiation skills

Interpersonal skills

Troubleshoot intake processes

Task prioritization

Teamwork

Performance competencies

Formation

Bachelor’s degree

Outils

Microsoft Office

Call center software

Description du poste

Sedgwick seeks a Care Team Operations Manager to lead day-to-day Service Center operations, ensuring client service objectives are met and fostering growth. This role focuses on staff development, reporting, and process improvement across multiple sites.

The ideal candidate has extensive supervisory experience in high-volume call centers, excellent communication, and a proven ability to drive performance while maintaining team engagement and service excellence.