{"id":3527845,"url":"https://alion.io/job/sedgwick-specialized-services-team-lead","title":"Specialized Services Team Lead","company":{"id":5707,"name":"Sedgwick","domain":"sedgwick.com","url":"https://alion.io/company/sedgwick","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":47,"ghost_share":0,"stale_share":0.638,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bedford, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":55000,"max_usd":133000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":2934},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-30T14:53:14Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-01T18:15:41Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"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.\nNewsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies\nCertified as a Great Place to Work®\nFortune Best Workplaces in Financial Services & Insurance\nSpecialized Services Team LeadPRIMARY 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.\nESSENTIAL FUNCTIONS and RESPONSIBILITIES\nSupervises a Specialized Services team, providing leadership, direction and support.\nEnsures Specialized Services processes and procedures are adhered to ensuring departmental objectives are met.\nMonitors workloads and status; supports colleagues by providing advice on handling complex issues.\nMonitors team performance measures.\nIdentifies and resolves problems and issues.\nEnsures that company customer service standards are met.\nCommunicates with upper management regarding unit issues.\nTracks trends, investigates escalations, balances workloads, and serves as liaison with customers to assist with problem resolution.\nEnsures that best practices and SLAs are met; provides coaching and mentoring to individual colleagues.\nWorks closely with six sigma black belts and business analysts to identify opportunities for change to support continuous improvement.\nReviews and validates the accuracy of the work completed by the Specialized Services team.\nReviews and evaluates accuracy of compensability decisions and claim assignments.\nManages staffing schedules to ensure appropriate department coverage.\n ADDITIONAL FUNCTIONS and RESPONSIBILITIES\nPerforms other duties as assigned.\nSupports the organization's quality program(s).\nSUPERVISORY RESPONSIBILITIES\nAdministers company personnel policies in all areas and follows company staffing standards and training recommendations.\nInterviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.\nProvides support, guidance, leadership and motivation to promote maximum performance.\nQUALIFICATIONS\nEducation & Licensing\nBachelor's degree from an accredited college or university preferred.\n Experience\nSix (6) years of call center or customer service experience or equivalent combination of education and experience required.\nSkills & Knowledge\nStrong organizational and conflict resolution skills\nProduction and quality-driven mentality\nExcellent customer service skills\nGood knowledge of service center processes and procedures\nGood oral and written communication, including presentation skills\nPC literate, including Microsoft Office products\nLeadership/management/motivational skills\nAnalytical and interpretive skills\nExcellent interpersonal skills\nExcellent negotiation skills\nGood judgment and discretion skills\nAbility to manage by reports and metrics\nAbility to manage multiple projects and set priorities\nAbility to work in a team environment\nAbility to meet or exceed Performance Competencies\nWORK ENVIRONMENT\nWhen applicable and appropriate, consideration will be given to reasonable accommodations.\nMental: 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\nPhysical: Computer keyboarding, travel as required\nAuditory/Visual: Hearing, vision and talking\nNOTE: Credit security clearance, confirmed via a background credit check, is required for this position.\nThe 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.\nSedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.\nIf 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. 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