Service Center Team Lead

Sedgwick Claims Management Services Ltd; Bartlesville (OK); Hybrid; USD 50,000 - 75,000; Full time

Job summary

Sedgwick Claims Management Services Ltd in Bartlesville, OK is seeking a Service Center Team Lead to drive world-class service delivery, QA, and workforce management.

You will assess team competencies, supervise daily performance, and partner with leadership to implement development plans while ensuring client satisfaction.

The role requires a bachelor's degree and several years in call center or customer service, with strong coaching and communication skills.

Qualifications

• Bachelor's degree from an accredited college or university preferred.
• Four years of call center or customer service experience required.
• Supervisory experience preferred.

Responsibilities

• Manage a Service Center unit, providing leadership and direction.
• Monitor workloads and staff performance; resolve issues.
• Develop staff development plans and maintain quality metrics.
• Communicate with upper management on unit issues.

Skills

Customer service

Team coaching

Training facilitation

Communication skills

Microsoft Office

Problem solving

Interpersonal skills

Negotiation

Teamwork

Education

Bachelor's degree

Tools

Microsoft Office

Job description

## Service Center Team LeadApplylocations: Bartlesville, OKposted on: Posted Todayjob requisition id: R76897By 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 & InsuranceService Center Team Lead**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.**ADDITIONAL FUNCTIONS and RESPONSIBILITIES*** Performs other duties as assigned.* Supports the organization's quality program(s).* Travels as required.**SUPERVISORY RESPONSIBILITIES*** Administers company personnel policies in all areas and follows company staffing standards and training recommendations.* Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.* Provides support, guidance, leadership and motivation to promote maximum performance.**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.## 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.