Care Team Operations Manager

Sedgwick•Orlando, FL

About The Position

The Care Team Operations Manager provides leadership and support to meet day-to-day Service Center objectives, including service excellence, and supports the continued growth and development of the Service Center. The role manages daily operations and workload, develops supervisory staff and colleagues, maintains reporting, coordinates schedules and training, and communicates processes and updates to stakeholders. It also represents the company with industry groups and performs other assigned duties, including travel as required. The position administers personnel policies and staffing standards, interviews and hires colleagues, establishes performance development plans, conducts performance discussions, and provides guidance and motivation to promote strong performance. Sedgwick describes the work environment in terms of mental demands and computer keyboarding, as well as hearing, vision, and talking. Reasonable accommodations will be considered when applicable and appropriate.

Requirements

Six years of supervisory or management experience in a multi-site or high-volume call center or customer service center environment, or an equivalent combination of education and experience.
Experience with applicable call center technology tools.
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 skills, including presentation skills.
PC literacy, including Microsoft Office products and call center software.
Demonstrated leadership, management, and 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.

Nice To Haves

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

Responsibilities

Manage day-to-day operations to meet daily client service and workload objectives accurately and on time.
Provide professional and organizational development direction to Service Center supervisory staff and support colleague team development.
Produce scheduled reports and maintain reporting databases as instructed.
Contribute to development schedules for Service Center functional areas, balancing client needs with colleague availability and diversity.
Communicate regularly with the Service Center Director and key stakeholders, and communicate process and procedure changes or updates to internal and external colleague staff.
Identify and help implement training programs; coordinate training on departmental applications and procedures.
Represent the company with industry groups.
Perform other duties as assigned and travel as required.
Administer company personnel policies and follow staffing standards and training recommendations.
Interview and hire colleagues, establish performance development plans, and conduct performance discussions.
Provide support, guidance, leadership, and motivation to promote maximum performance.