Dir Care Team Operations

Sedgwick•Dublin, OH

1d•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 Dir Care Team Operations Our teams connect! We collaborate onsite and have a hybrid work arrangement. All candidates must live near one of our centers of excellence: Dublin, OH : 5500 Glendon Court Dublin OH 43016 PRIMARY PURPOSE : To provide leadership, direction, and functional expertise on initiatives and daily operations to support the organization. To direct staff for assigned operational team and closely partner with claims leadership team to identify and prioritize objectives focused on service delivery for assigned clients; optimize financial performance and coordinate effort with cross-functional support services teams (i.e. Quality, Training, Workforce, Client Services) to improve operational and client outcomes; to direct multiple sites and/or large teams. ESSENTIAL FUNCTIONS and RESPONSIBILITIES Directs and executes approved strategy decisions to support the organization. Directs all operational activities within the call center including client billing, vendor management, oversight and improvement of key performance indicators, and management of call center software. Establishes and implements initiatives, performance goals, and objectives. Monitors operations and staff and recommends, when necessary, changes in methods, procedures, structures and additions or changes in personnel to secure optimum utilization of resources. Responsible for expenses, budgets and payroll maintenance for one or more work locations. Ensures departmental results and enhances the capability for assigned area(s). Reviews, analyzes and reports operational results to internal and external business partners and acts as liaison to multiple client account groups, including internal and external business partners. Creates, implements and reports colleague engagement programs such as recognition and activities. Participates in the pre-implementation and go-live activities supporting new client accounts. Maintains appropriate documentation for direct reports, including payroll, attendance and performance metrics. Ensures direct reports understand and can articulate client needs, processes, and practices of the business unit, and can deliver key performance indicators (KPI) outcomes consistent with expectations of the enterprise, business unit, and the clients served. Identifies, measures, and KPIs. Develops, supports and drives workforce management planning and optimization practices and initiates staffing and scheduling modifications. Advises on any implementation of process improvements, visual management, and metrics-based reporting for call center production and quality. Prepares monthly management reports regarding areas of responsibility including monthly department metrics. Partners with operations support teams to develop and implement process improvements that significantly improve quality across the team, department, and/or business unit for assigned area(s) of responsibility. Leads, inspires, and motivates colleagues to deliver exceptional service outcomes (quantitative and qualitative) to internal and external clients served. Drives a culture of engagement, trust, and exceptional customer service to maximize the performance and process improvements to the company's financial goals i.e. manages Colleague Engagement budget and advocacy programs. 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 preferred. Experience Ten (10) years of related experience or equivalent combination of education and experience required to include (6) years of supervisory/management experience in a multi-site or high-volume contact center or customer service center environment, including experience with applicable call center technology tools. Skills & Knowledge Thorough knowledge of contact/service center processes and procedures, including workforce management, quality assurance, and colleague management Knowledge of claims management processes Leadership / management / motivational / emotional intelligence skills Business Acumen Excellent oral and written communication, including presentation skills PC literate, including Microsoft Office products 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, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines Physical: Computer keyboarding, travel as required 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.

Requirements

Ten (10) years of related experience or equivalent combination of education and experience required to include (6) years of supervisory/management experience in a multi-site or high-volume contact center or customer service center environment, including experience with applicable call center technology tools.
Thorough knowledge of contact/service center processes and procedures, including workforce management, quality assurance, and colleague management
Knowledge of claims management processes
Leadership / management / motivational / emotional intelligence skills
Business Acumen
Excellent oral and written communication, including presentation skills
PC literate, including Microsoft Office products
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

Nice To Haves

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

Responsibilities

Directs and executes approved strategy decisions to support the organization.
Directs all operational activities within the call center including client billing, vendor management, oversight and improvement of key performance indicators, and management of call center software.
Establishes and implements initiatives, performance goals, and objectives.
Monitors operations and staff and recommends, when necessary, changes in methods, procedures, structures and additions or changes in personnel to secure optimum utilization of resources.
Responsible for expenses, budgets and payroll maintenance for one or more work locations.
Ensures departmental results and enhances the capability for assigned area(s).
Reviews, analyzes and reports operational results to internal and external business partners and acts as liaison to multiple client account groups, including internal and external business partners.
Creates, implements and reports colleague engagement programs such as recognition and activities.
Participates in the pre-implementation and go-live activities supporting new client accounts.
Maintains appropriate documentation for direct reports, including payroll, attendance and performance metrics.
Ensures direct reports understand and can articulate client needs, processes, and practices of the business unit, and can deliver key performance indicators (KPI) outcomes consistent with expectations of the enterprise, business unit, and the clients served.
Identifies, measures, and KPIs.
Develops, supports and drives workforce management planning and optimization practices and initiates staffing and scheduling modifications.
Advises on any implementation of process improvements, visual management, and metrics-based reporting for call center production and quality.
Prepares monthly management reports regarding areas of responsibility including monthly department metrics.
Partners with operations support teams to develop and implement process improvements that significantly improve quality across the team, department, and/or business unit for assigned area(s) of responsibility.
Leads, inspires, and motivates colleagues to deliver exceptional service outcomes (quantitative and qualitative) to internal and external clients served.
Drives a culture of engagement, trust, and exceptional customer service to maximize the performance and process improvements to the company's financial goals i.e. manages Colleague Engagement budget and advocacy programs.
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.