Service Center Team Lead

About the role

Sedgwick is hiring a Service Center Team Lead in Bartlesville. The role develops, implements and maintains world-class service delivery, covering quality assurance, client services and workforce management so that departmental objectives are met. The lead supervises a Service Center unit, supports colleagues and works with upper management on unit issues.

Key responsibilities

• Assess and evaluate current team competencies to build a baseline of service opportunities.
• Lead efforts to refine Service Center measures and tracking systems for program improvement.
• Maintain records of training activities, colleague progress and program effectiveness.
• Analyze and resolve customer service issues and supervise the team's daily performance.
• Monitor workloads, advise colleagues on complex issues and identify and resolve problems.
• Work with team leadership to develop, implement and monitor staff development plans focused on customer service skills.
• Communicate with upper management on unit issues and resolutions.
• Support the organization's quality programs, travel as required and perform other duties as assigned.
• Apply company personnel policies, interview and hire colleagues, set performance development plans and hold performance discussions.

Required profile

• Bachelor's degree from an accredited college or university preferred.
• Four years of call center or customer service experience, or an equivalent combination of education and experience; supervisory experience preferred.
• Ability to handle work-related stress, multiple priorities and deadlines, and to meet or exceed performance competencies.

Required skills

• Call center client processes and procedures, with strong customer service skills.
• Team coaching, training, facilitation and development skills.
• Oral and written communication, including presentation skills.
• Microsoft Office.
• Analytical, organizational and interpersonal skills, and ability to work in a team.