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Service Center Team Leader

CLAIM YOUR FUTURE AS A GREAT PERFORMER!

Continuing double-digit revenue growth rates and progressive employment practices make Sedgwick Claims Management Services the place where great people can do great things for clients while maximizing their career possibilities. We have earned a reputation for innovation, quality, sustained growth, financial stability and a colleague-friendly work environment. We are proud to have been voted the Best TPA in America for 2005 and 2006, and the first and only Third Party Administrator to receive the coveted Employer of Choice designation. Come be a part of our team and "Claim Your Future."

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.

ESSENTIAL FUNCTIONS and 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.
Supports the total performance management initiative.
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
Baccalaureate degree from an accredited college or university preferred.
Experience
Three (3) years call center or customer service 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 organizational skills
Excellent interpersonal skills
Excellent negotiation skills
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.

NOTE:
This position may be open to a Work-At-Home Opportunity. Sedgwick CMS to provide payment for internet connectivity and dedicated phone line. Team Leader to be responsible for maintaining reliable connectivity at their home. Must have dedicated work space for quiet work at home environment.


How to apply: DO NOT use the Apply Online button. Please copy and paste the following link into your browser address bar:
http://sedgwickcms.contacthr.com/18203051

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Published on Jan 06, 2011
Viewed: 906 times