Overview In this role, you will develop and sustain world-class service delivery across client services, quality assurance, and workforce management. You'll lead a Service Center team, shaping performance, coaching colleagues, and ensuring client expectations are met. The position blends people leadership with process improvement in a hybrid work setting near a Sedgwick center. You'll partner with management to drive service excellence and staff development, contributing to a caring culture and work-life balance.
Responsibilities- Assess current team competencies to establish a baseline for service opportunities
- Lead efforts to refine Service Center measures and tracking systems for program improvements
- Maintain training records, colleague progress, and program effectiveness
- Analyze and resolve customer service issues
- Supervise a Service Center unit, providing leadership and monitoring daily performance
- Monitor workloads, advise on complex issues, and resolve problems
- Collaborate with team leadership to implement staff development plans focused on customer service skills
- Communicate unit issues and resolutions with upper management
- Perform other duties as assigned
- Travel as needed
Key requirements- Four (4) years of call center or customer service experience or equivalent combination of education and experience required
- Supervisory experience preferred
- Strong customer service skills including call center processes
- Excellent team coaching, training, facilitation, and development skills
- Excellent oral and written communication, including presentations
- PC literate, including Microsoft Office products
- Strong interpersonal skills
- Analytical and interpretive abilities
- Excellent organizational skills
- Ability to work in a team environment
- Effective negotiation skills
- Microsoft Office
