Sedgwick
Sedgwick
Sedgwick provides technology-enabled risk, benefits, and integrated business solutions for organizations worldwide. Its work includes administering accident, health, disability, unemployment compensation, and liability claims, alongside building consulting, forensic accounting, forensic engineering, property restoration, brand protection, and loss prevention services. Sedgwick supports clients across industries including construction, consulting, healthcare, agriculture, and environmental services, with a stated focus on diversity, equity, inclusion, and environmental, social, and governance practices.

Bilingual Service Center Team Lead – Remote

Sedgwick seeks a bilingual Service Center Team Lead to oversee remote insurance-service call-center operations. The role supervises teams, improves quality, resolves customer issues, and develops staff in Florida or Texas.

Description

  • Build, implement, and maintain service delivery programs spanning quality assurance, client services, and workforce management
  • Evaluate team competencies and establish baseline opportunities for service improvement
  • Improve Service Center metrics and tracking systems to support program enhancements
  • Maintain records of training activities, colleague progress, and program effectiveness
  • Investigate and resolve customer service issues
  • Supervise a Service Center unit and track daily team performance
  • Monitor workloads and statuses, advise colleagues on complex matters, and resolve problems
  • Create, implement, and monitor staff development plans focused on customer service skills
  • Report unit issues and resolutions to upper management
  • Administer personnel policies and comply with staffing and training standards
  • Interview candidates, hire colleagues, and establish performance development plans
  • Lead colleague performance discussions
  • Provide support, guidance, leadership, and motivation
  • Support quality initiatives and complete other assigned duties

Requirements

  • A bachelor's degree from an accredited college or university is preferred
  • Four years of call-center or customer-service experience, or an equivalent combination of education and experience, is required
  • Supervisory experience is preferred
  • Strong customer-service expertise, including call-center client processes and procedures
  • Excellent skills in team coaching, training, facilitation, and development
  • Excellent oral and written communication skills, including presentations
  • Excellent customer-service skills
  • Proficiency with PCs and Microsoft Office products
  • Strong analytical and interpretive skills
  • Strong organizational skills
  • Excellent interpersonal skills
  • Excellent negotiation skills
  • Ability to work effectively in a team environment
  • Ability to meet or exceed Performance Competencies
  • Ability to manage work-related stress and multiple priorities simultaneously
  • Ability to meet deadlines
  • Ability to travel as required

Benefits

  • Work-life balance
  • Caring workplace culture
  • Career growth opportunities
  • Equal opportunity workplace
  • Drug-free workplace
  • Reasonable accommodations when applicable and appropriate

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