Overview In this role you lead the Service Center to deliver world-class service, quality assurance, and workforce management while meeting departmental objectives. You will supervise a team, refine service metrics, and support staff development to enhance customer experience. You will partner with leadership to resolve issues and drive program improvements, contributing to Sedgwick's caring culture and focus on work-life balance. This position offers scope to shape service delivery at scale and support cross-functional teams.
Compensation / Benefits- work-life balance
- caring culture
- career growth opportunities
Responsibilities- Assess and benchmark current team competencies to identify service gaps
- Lead efforts to refine Service Center measurements and tracking for program improvements
- Maintain records of training activities, colleague progress, and program effectiveness
- Analyze and resolve customer service issues
- Supervise a Service Center unit, providing leadership and monitoring daily performance
- Monitor workloads and provide guidance on complex issues; resolve problems
- Develop and monitor staff development plans focused on customer service skills
- Communicate unit issues and resolutions to upper management
- Perform other duties as assigned; support quality programs; travel as required
Key requirements- Bachelor's degree preferred
- Four years of call center or customer service experience required
- Supervisory experience preferred
- Strong customer service skills and knowledge of call center processes
- Strong communication (oral and written)
- Coaching and staff development
- Team leadership and motivation
- Interpersonal and negotiation skills
- Problem solving and analytical thinking
- PC literate, including Microsoft Office
