Casualty Care Team Lead

Sedgwick Claims Management Services Ltd; Dublin (OH); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Sedgwick is seeking a Casualty Care Team Lead in the Dublin, OH area to oversee a service center unit and ensure top-tier customer service delivery. The role emphasizes leadership, coaching and performance management in a hybrid onsite/work-from-home environment.

Responsibilities include evaluating team competencies, refining performance metrics, maintaining training records, addressing complex customer issues, and reporting to upper management to drive continuous improvements.

Qualifications

• Bachelor's degree required or equivalent combination of education and experience.
• 4 years of call center or customer service experience; supervisory experience preferred.
• Strong customer service skills, team coaching and development, and excellent communication.

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 delivering leadership, direction, and support and monitors daily performance.
• Monitors workloads and status; provides guidance on complex issues and resolves problems.
• Develops and monitors staff development plans focusing on customer service skills.
• Communicates with upper management regarding unit issues and resolutions.

Job description

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 Casualty Care Team Lead Our teams connect! We collaborate onsite and have a hybrid work arrangement.

• 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.

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, and 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