Remote Bilingual Service Center Lead

Sedgwick; Orlando (FL); Remote; USD 60,000 - 75,000; Full time

Benefits offered by this job

Remote-friendly

Job summary

Sedgwick, a global risk and claims administration company, seeks a Bi-lingual Service Center Team Lead who can drive world-class service delivery, QA, client services, and workforce management in a remote-capable setting. You will lead a service center unit, mentor staff, and collaborate with leadership to resolve issues.

The role requires a bachelor’s degree and 4+ years in call center or customer service, with supervisory experience preferred, plus strong coaching, communication and MS Office

Qualifications

• Bachelor's degree 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 skills including call center processes and procedures.

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.
• Develops, implements and monitors staff development plans with a focus on customer service skills.
• Communicates with upper management regarding unit issues and resolutions.

Skills

Customer service

Coaching

Communication

MS Office

Analytical skills

Organizational skills

Interpersonal skills

Negotiation

Teamwork

Problem solving

Education

Bachelor's degree

Job description

Sedgwick, a global risk and claims administration company, seeks a Bi-lingual Service Center Team Lead who can drive world-class service delivery, QA, client services, and workforce management in a remote-capable setting. You will lead a service center unit, mentor staff, and collaborate with leadership to resolve issues.

The role requires a bachelor’s degree and 4+ years in call center or customer service, with supervisory experience preferred, plus strong coaching, communication and MS Office