Mgr Care Team Operations

Sedgwick•Memphis, OH

7d•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. 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 Memphis, TN : 8125 Sedgwick Way, Memphis TN 38125 Southfield, MI : 300 Galleria Officentre Southfield MI 48034 Orlando, FL : 12650 Ingenuity Dr Orlando FL 32826

Requirements

Six (6) years of supervisory/management experience in a multi-site or high volume call center or customer service center environment or equivalent combination of education and experience required to include 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, including presentation skills
PC literate, including Microsoft Office products and call center software
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 strongly preferred.

Responsibilities

Manages day-to-day operations ensuring daily client service objectives are met; ensures workload objectives are met timely and accurately.
Provides professional and organizational development direction to Service Center supervisory staff and in their colleague team development role.
Produces scheduled reports; maintains reporting databases as instructed.
Contributes to development schedules for Service Center functional areas effectively balancing client needs with colleague availability and diversity.
Provides effective and constant communication to Service Center Director and key stakeholders; provides effective communication of Service Center processes and procedures change/updates to internal and external colleague staff.
Identifies and assists in implementation of various training programs; coordinates training of Service Center colleagues on departmental applications and procedures.
Represents the company with industry groups.
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.
Performs other duties as assigned.
Travels as required.