Specialized Services Team Lead

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

PRIMARY PURPOSE: To supervise Specialized Services colleagues ensuring departmental processes and procedures are adhered to in pursuing Specialized Services objectives; to support unit colleagues in continued developmental growth; and to ensure company service standards are met.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Supervises a Specialized Services team, providing leadership, direction and support.
• Ensures Specialized Services processes and procedures are adhered to ensuring departmental objectives are met.
• Monitors workloads and status; supports colleagues by providing advice on handling complex issues.
• Monitors team performance measures.
• Identifies and resolves problems and issues.
• Ensures that company customer service standards are met.
• Communicates with upper management regarding unit issues.
• 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 validates the accuracy of the work completed by the Specialized Services team.
• Reviews and evaluates accuracy of compensability decisions and claim assignments.
• Manages staffing schedules to ensure appropriate department coverage.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Supports the organization's quality program(s).

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

Bachelor's degree from an accredited college or university preferred.

Experience

Six (6) years of call center or customer service experience or equivalent combination of education and experience required.

Skills & Knowledge

• Strong 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 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

NOTE: 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.