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

Specialized Services Team Lead

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 skillsProduction and quality-driven mentalityExcellent customer service skillsGood knowledge of service center processes and proceduresGood oral and written communication, including presentation skillsPC literate, including Microsoft Office productsLeadership/management/motivational skillsAnalytical and interpretive skillsExcellent interpersonal skillsExcellent negotiation skillsGood judgment and discretion skillsAbility to manage by reports and metricsAbility to manage multiple projects and set prioritiesAbility to work in a team environmentAbility 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.