Casualty Care Team Lead

Sedgwick Claims Management Services Ltd; Dublin (OH); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Sedgwick Claims Management Services Ltd is seeking a Casualty Care Team Lead to supervise a call center-style team across multiple centers, ensuring high levels of client service, quality assurance, and workforce management. The role emphasizes leadership, training, and performance monitoring to meet departmental objectives.

The position requires a bachelor's degree (preferred) and several years of call center or customer service experience, with supervisory experience a plus.

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.

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.
• 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

Customer service

Team coaching

Oral and written communication

Presentation skills

Analytical skills

Organizational skills

Interpersonal skills

Negotiation skills

Team leadership

Team environment

Education

Bachelor's degree

Tools

Microsoft Office

Job description

## Casualty Care Team LeadApply: Dublin, OH: Irving, TX: Orlando, FL: Southfield, MI: Dubuque, IA: Full time: Posted Today: R77636By 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 CompaniesCertified as a Great Place to WorkFortune Best Workplaces in Financial Services & InsuranceCasualty Care Team Lead**Our teams connect! We collaborate onsite and have a hybrid work arrangement. All candidates must live near one of our centers of excellence:** **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.**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 talkingThe 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.