By 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 Companies

Certified as a Great Place to Work®

Fortune Best Workplaces in Financial Services & Insurance

PRIMARY PURPOSE: To provide leadership and support in meeting day-to-day Service Center objectives including service excellence; and to support continued Service Center growth and development.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Manages day-to-day operations ensuring daily client service objectives are met; ensures workload objectives are met timely and accurately.
• Provides professional and organizational development direction to Service Center supervisory staff and in their colleague team development role.
• Produces scheduled reports; maintains reporting databases as instructed.
• Contributes to development schedules for Service Center functional areas effectively balancing client needs with colleague availability and diversity.
• Provides effective and constant communication to Service Center Director and key stakeholders; provides effective communication of Service Center processes and procedures change/updates to internal and external colleague staff.
• Identifies and assists in implementation of various training programs; coordinates training of Service Center colleagues on departmental applications and procedures.
• Represents the company with industry groups.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• 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 strongly preferred.

Experience
Six (6) years of supervisory/management experience in a multi-site or high volume call center or customer service center environment or equivalent combination of education and experience required to include experience with applicable call center technology tools.

Skills & Knowledge

• Strong customer service skills
• Demonstrated cross-functional leadership skills
• Thorough knowledge of service center processes and procedures
• Knowledge of claims management processes
• Excellent oral and written communication, including presentation skills
• PC literate, including Microsoft Office products and call center software
• Demonstrated leadership/management/motivational skills
• Analytical and interpretive skills
• Strong organizational skills
• Excellent negotiation skills
• Excellent interpersonal skills
• Ability to troubleshoot intake processes and client service issues
• Ability to prioritize and handle multiple tasks
• 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, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding

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.