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Care Team Lead - Nashville, United States - Sedgwick
Description
Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague.
A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve.
If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you're someone who cares, there's a place for you here.
Join us and contribute to Sedgwick being a great place to work.Great Place to Work
Most Loved Workplace
Forbes Best-in-State Employer
Care Team Lead
Shift: 10:00 pm - 6:00 am CST M -F
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.
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 talking
The 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.
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.
Taking care of people is at the heart of everything we do. Caring counts
Sedgwick is a leading global provider of technology-enabled risk, benefits and integrated business solutions.
Every day, in every time zone, the most well-known and respected organizations place their trust in us to help their employees regain health and productivity, guide their consumers through the claims process, protect their brand and minimize business interruptions.
Our more than 30,000 colleagues across 80 countries embrace our shared purpose and values as they demonstrate what it means to work for an organization committed to doing the right thing – one where caring counts.
Watch this video to learn more about us. )