Mgr Care Team Operations
Our teams connect! We collaborate onsite and have a hybrid work arrangement. All candidates must live near one of our centers of excellence:
- Dublin, OH: 5500 Glendon Court Dublin OH 43016
- 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 provide leadership and support in meeting day-to-day Service Center objectives including service excellence; and to support continued Service Center growth and development.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES
- Manages day-to-day operations ensuring daily client service objectives are met; ensures workload objectives are met timely and accurately.
- Provides professional and organizational development direction to Service Center supervisory staff and in their colleague team development role.
- Produces scheduled reports; maintains reporting databases as instructed.
- Contributes to development schedules for Service Center functional areas effectively balancing client needs with colleague availability and diversity.
- Provides effective and constant communication to Service Center Director and key stakeholders; provides effective communication of Service Center processes and procedures change/updates to internal and external colleague staff.
- Identifies and assists in implementation of various training programs; coordinates training of Service Center colleagues on departmental applications and procedures.
- Represents the company with industry groups.
ADDITIONAL FUNCTIONS and RESPONSIBILITIES
- Performs other duties as assigned.
- Travels as required.
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 strongly preferred.
Experience
Six (6) years of supervisory/management experience in a multi-site or high volume call center or customer service center environment or equivalent combination of education and experience required to include experience with applicable call center technology tools.
Skills & Knowledge
- Strong customer service skills
- Demonstrated cross-functional leadership skills
- Thorough knowledge of service center processes and procedures
- Knowledge of claims management processes
- Excellent oral and written communication, including presentation skills
- PC literate, including Microsoft Office products and call center software
- Demonstrated leadership/management/motivational skills
- Analytical and interpretive skills
- Strong organizational skills
- Excellent negotiation skills
- Excellent interpersonal skills
- Ability to troubleshoot intake processes and client service issues
- Ability to prioritize and handle multiple tasks
- 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, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
- Physical: Computer keyboarding
- 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.
As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is $71,329.00 - $80,000.00 USD Annual. A comprehensive benefits package is offered including but not limited to, medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits.
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.
Sedgwick is the world's leading risk and claims administration partner, which helps clients thrive by navigating the unexpected. The company's expertise, combined with the most advanced AI-enabled technology available, sets the standard for solutions in claims administration, loss adjusting, benefits administration, and product recall. With over 33,000 colleagues and 10,000 clients across 80 countries, Sedgwick provides unmatched perspective, caring that counts, and solutions for the rapidly changing and complex risk landscape. For more, see sedgwick.com