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.
As a Care Team Lead, you will 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.
- Analyse 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.
- Travel as needed.
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.
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 organisational skills
- Excellent interpersonal skills
- Excellent negotiation skills
- Ability to work in a team environment
- Ability to meet or exceed Performance Competencies