Service Center Team Lead

Company: Sedgwick Claims Management Services Inc.
Location: Indianapolis
Posted on: November 22, 2021

Job Description:

The 'Apply with SEEK' option will be utilized for International applicants, mainly Australia. If this does not apply to you please use the 'Apply' option.Service Center Team LeadIF YOU CARE, THERE'S A PLACE FOR YOU HEREFor a career path that is both challenging and rewarding, join Sedgwick's talented team of 27,000 colleagues around the globe. Sedgwick is a leading provider of technology-enabled risk, benefits and integrated business solutions. Taking care of people is at the heart of everything we do. Millions of people and organizations count on Sedgwick each year to take care of their needs when they face a major life event or something unexpected happens. Whether they have a workplace injury, suffer property or financial loss or damage from a natural or manmade disaster, are involved in an auto or other type of accident, or need time away from work for the birth of a child or another medical situation, we are here to provide compassionate care and expert guidance. Our clients depend on our talented colleagues to take care of their most valuable assets-their employees, their customers and their property. At Sedgwick, caring counts. Join our team of creative and caring people of all backgrounds, and help us make a difference in the lives of others.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 RESPONSIBILITIESAssesses 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 RESPONSIBILITIESPerforms other duties as assigned.Supports the organization's quality program(s).Travels as required.SUPERVISORY RESPONSIBILITIESAdministers 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.QUALIFICATIONSEducation & LicensingBachelor's degree from an accredited college or university preferred.ExperienceFour (4) years of call center or customer service experience or equivalent combination of education and experience required. Supervisory experience preferred.Skills & KnowledgeStrong customer service skills including call center client processes and proceduresExcellent team coaching, training, facilitation and development skillsExcellent oral and written communication, including presentation skillsExcellent customer service skillsPC literate, including Microsoft Office productsAnalytical and interpretive skillsStrong organizational skillsExcellent interpersonal skillsExcellent negotiation skillsAbility to work in a team environmentAbility to meet or exceed Performance CompetenciesWORK ENVIRONMENTWhen 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 deadlinesPhysical: Computer keyboarding, travel as requiredAuditory/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.

Keywords: Sedgwick Claims Management Services Inc., Indianapolis , Service Center Team Lead, Other , Indianapolis, Indiana