Casualty Care Team Lead

Sedgwick•Orlando, FL

4d•Hybrid

About The Position

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 Casualty Care Team Lead Our teams connect! We collaborate onsite and have a hybrid work arrangement. All candidates must live near one of our centers of excellence: Dubuque, IA : 4141 Westmark Drive, Dubuque, IA 52002 Dublin, OH : 5500 Glendon Court Dublin OH 43016 New Albany, OH : 7795 Walton Parkway New Albany, OH 43054 Memphis, TN : 8125 Sedgwick Way, Memphis TN 38125 Southfield, MI : 300 Galleria Officentre Southfield MI 48034 Orlando, FL : 12650 Ingenuity Dr Orlando FL 32826 Irving, TX: 2201 W. Royal Lane Suite 125 Irving, TX 75063 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.

Requirements

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.
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
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
Computer keyboarding, travel as required
Hearing, vision and talking

Nice To Haves

Supervisory experience preferred.

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.
Performs other duties as assigned.
Travels as needed.