# Bi-lingual Service Center Team Lead

**Company**: Sedgwick
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Insurance

**Apply**: https://sedgwick.wd1.myworkdayjobs.com/en-US/Sedgwick/job/Telecommuter-FL/Bi-lingual-Service-Center-Team-Lead_R78700?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_b2899eb3-f38

## Description

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.

As a Bi-lingual Service Center Team Lead, your primary purpose will be to develop, implement, and maintain the delivery of world-class service, including quality assurance, client services, and workforce management, ensuring departmental objectives are met.

**Responsibilities:**

- Assess and evaluate current team competencies to develop a baseline of service opportunities.

- Lead efforts to refine Service Center measures and tracking systems for program improvements.

- Maintain records of training activities, colleague progress, and program effectiveness.

- Analyze and resolve customer service issues.

- Supervise a Service Center unit (team), providing leadership, direction, and support, and monitor team's daily performance.

- Monitor workloads and status; support colleagues by providing advice on handling complex issues; and identify and resolve problems and issues.

- Work with team leadership to develop, implement, and monitor staff development plans with a focus on overall customer service skills.

- Communicate with upper management regarding unit issues and resolutions.

**Additional Responsibilities:**

- Perform other duties as assigned.

- Support the organization's quality program(s).

- Travel as required.

**Supervisory Responsibilities:**

- Administer company personnel policies in all areas and follow company staffing standards and training recommendations.

- Interview, hire, and establish colleague performance development plans; conduct colleague performance discussions.

- Provide support, guidance, leadership, and motivation to promote maximum performance.

**Qualifications:**

- Bachelor's degree from an accredited college or university preferred.

- Four (4) years of call center or customer service experience or equivalent combination of education and experience required. Supervisory experience preferred.

- 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.

- 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.

## Skills

### Required
- customer service
- call center client processes
- team coaching
- training
- facilitation
- development
- Microsoft Office products
- analytical skills
- organizational skills
- interpersonal skills
- negotiation skills

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Source: [Apply at sedgwick.wd1.myworkdayjobs.com](https://sedgwick.wd1.myworkdayjobs.com/en-US/Sedgwick/job/Telecommuter-FL/Bi-lingual-Service-Center-Team-Lead_R78700?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)