Vacancy expired!
The 'Apply with SEEK' option will be utilized for International applicants, mainly Australia. If this does not apply to you please use the 'Apply' option.Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.Great Place to Work®Most Loved Workplace®Forbes Best-in-State EmployerConsumer Care Team LeadPRIMARY PURPOSE : To supervise consumer care colleagues ensuring departmental processes and procedures are adhered to in pursuing business objectives; to support unit colleagues in continued developmental growth; and to ensure company service standards are met.BENEFITSCompetitive salaryFlexible work scheduleReferral Incentive ProgramInternal career progression and developmentBenefits eligibility and 401(k) with company match day 1ESSENTIAL FUNCTIONS and RESPONSIBILITIESSupervises a consumer care unit, providing leadership, direction and support.
Ensures processes and procedures are adhered to ensuring departmental objectives are met.
Monitors workloads and status; supports colleagues by providing advice on handling complex issues.
Identifies and resolves problems and issues.
Communicates with upper management regarding unit issues.
Directs workflow and workload assignments to the team.
Tracks trends, investigates escalations, balances workloads, and serves as liaison with customers to assist with problem resolution.
Ensures that best practices and SLAs are met; provides coaching and mentoring to individual colleagues.
Works closely with six sigma black belts and business analysts to identify opportunities for change to support continuous improvement.
Reviews and evaluates accuracy of compensability decisions and claim assignments.
Manages staffing schedules to ensure appropriate department coverage.
ADDITIONAL FUNCTIONS and RESPONSIBILITIESPerforms other duties as assigned.
Supports the organization's quality program(s).
SUPERVISORY RESPONSIBILITIESAdministers 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.
QUALIFICATIONSEducation & LicensingBachelor's degree from an accredited college or university preferred.ExperienceSix (6) years of call center or customer service experience or equivalent combination of education and experience required.Skills & KnowledgeStrong organizational and conflict resolution skills
Production and quality-driven mentality
Excellent customer service skills
Good knowledge of service center processes and procedures
Good oral and written communication, including presentation skills
PC literate, including Microsoft Office products
Leadership/management/motivational skills
Analytical and interpretive skills
Excellent interpersonal skills
Excellent negotiation skills
Good judgment and discretion skills
Ability to manage by reports and metrics
Ability to manage multiple projects and set priorities
Ability to work in a team environment
Ability to meet or exceed Performance Competencies
WORK ENVIRONMENTWhen 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 deadlinesPhysical : Computer keyboarding, travel as requiredAuditory/Visual : Hearing, vision and talkingNOTE : Credit security clearance, confirmed via a background credit check, is required for this position.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.Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.
Vacancy expired!