Hybrid Casualty Care Team Lead — Elevate Client Service

Sedgwick Claims Management Services Ltd; Dublin (OH); Hybride; USD 65 000 - 90 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service

Team coaching

Oral and written communication

Presentation skills

Analytical skills

Organizational skills

Interpersonal skills

Negotiation skills

Team leadership

Team environment

Formation

Bachelor's degree

Outils

Microsoft Office

Description du poste

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.