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    Care Team Lead - Nashville, United States - Sedgwick

    Sedgwick
    Sedgwick Nashville, United States

    4 weeks ago

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    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 means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It's an opportunity to do something meaningful, each and every day. It's having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.


    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


    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.
    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.

    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.

    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. )
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