Casualty Care Team Lead **Sedgwick** 1 Positions ID: R57855 Posted On 02/03/2025 **Job Overview** Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive. A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work. Great Place to Work® Most Loved Workplace® Forbes Best-in-State Employer Casualty Care Team Lead **Our teams connect! We collaborate onsite and have a hybrid work arrangement. All candidates must live near one of our centers of excellence:** **Dubuque, IA** : 4141 Westmark Drive, Dubuque, IA 52002 **Dublin, OH** : 5500 Glendon Court Dublin OH 43016 **New Albany, OH** : 7795 Walton Parkway New Albany, OH 43054 **Memphis, TN :** 8125 Sedgwick Way, Memphis TN 38125 **Southfield, MI** : 300 Galleria Officentre Southfield MI 48034 **Orlando, FL :** 12650 Ingenuity Dr Orlando FL 32826 **PRIMARY PURPOSE** : To develop, implement, and maintain the delivery of world-class service including quality assurance, client services, and workforce management ensuring departmental objectives are met. **ESSENTIAL FUNCTIONS and RESPONSIBILITIES** + Assesses and evaluates current team competencies to develop a baseline of service opportunities. + Leads efforts to refine Service Center measures and tracking systems for program improvements. + Maintains records of training activities, colleague progress, and program effectiveness. + Analyzes and resolves customer service issues. + Supervises a Service Center unit (team) providing leadership, direction, and support and monitors team's daily performance. + Monitors workloads and status; supports colleagues by providing advice on handling complex issues; and identifies and resolves problems and issues. + Works with team leadership to develop, implement, and monitor staff development plans with a focus on overall customer service skills. + Communicates with upper management regarding unit issues and resolutions. ADDITONAL FUNCTIONS and RESPONSIBILITIES + Performs other duties as assigned. + Travels as needed. **QUALIFICATIONS** **Education & Licensing** Bachelor's degree from an accredited college or university preferred. **Experience** Four (4) years of call center or customer service experience or equivalent combination of education and experience required. Supervisory experience preferred. **Skills & Knowledge** + Strong customer service skills including call center client processes and procedures + Excellent team coaching, training, facilitation, and development skills + Excellent oral and written communication, including presentation skills + Excellent customer service skills + PC literate, including Microsoft Office products + Analytical and interpretive skills + Strong organizational skills + Excellent interpersonal skills + Excellent negotiation skills + 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 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.** Primary Contact 1645458383738 Amanda Strothman , Phone Phone Phone Fax amanda.strothman@sedgwick.com Email True False True **Job Details** Categories Insurance Management/Executive Technical Location Memphis, TN Job Type Employee Full/Part Full Time Company ID 8326 Job REQ # R57855 \# Positions 1 Start Date 20250203 End Date 20250315 Featured Job TH Ad TH Comments **Similar Jobs** Sales Leader - Benefits Wholesale Services Cottingham & Butler/ SISCO Workforce Absence Care Team Representative Sedgwick Sales Executive - Casualty Claims (Fully Remote) Cottingham & Butler/ SISCO Account Manager – Property & Casualty Kunkel & Associates, Inc. Workforce Absence Team Lead Sedgwick Bilingual French Care Team Representative Sedgwick Care Team Representative, Weekend Sedgwick Care Team Representative Sedgwick Bilingual Spanish Care Team Representative Sedgwick Care Team Representative Sedgwick **Share this Job** Sedgwick **About the Company** **Career Development** Our goal is to make Sedgwick CMS a place where great people can do great things for our clients. This commitment is evidenced by our colleague development program and supported by our multi-dimensional learning resources. We invest in the education of our colleagues by providing training and learning resources that focus on our culture, procedures, systems and performance expectations. We evaluate the educational needs of our colleagues through performance discussions and evaluations. These needs are filled either through Sedgwick CMS University and through industry certification programs and other external educational resources . Sedgwick CMS University curriculum offerings take colleagues from orientation to technical training to supervisory and managerial development. Through Sedgwick CMS University, we provide our colleagues continuous development of professional skills and the ability to deliver quality service to our clients. **Colleague Orientation** We offer a required colleague orientation program that allows us to verify and document the training provided to new colleagues. This program is called Personal Responsibility in Developing Excellence (PRIDE) and is the first component of our comprehensive career development process. This program introduces and orients new and transitioning colleagues to our company and to their new position. PRIDE will take colleagues through the first 90 days of their new position. Objectives of this program focus on providing colleagues an increased awareness of who we are, where we are going, and how they can help us get there. **Career Paths** Career path options are identified through an ongoing process of discussion and collaboration between colleagues and their managers. On an ongoing basis, our managers counsel colleagues regarding their career path, new opportunities, and additional training and development requirements to help them reach their individual goals.