By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies

Certified as a Great Place to Work®

Fortune Best Workplaces in Financial Services & Insurance

Manager 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:

 

Dubuque, IA  : 4141 Westmark Drive, Dubuque, IA 52002

Cedar Rapids, IA : 333 1st Street SE Ste. 200 Cedar Rapids IA 52401

Dublin, OH : 5500 Glendon Court Dublin OH 43016

New Albany, OH : 7795 Walton Parkway New Albany, OH 43054

Irving, TX: 2201 W. Royal Lane Suite 125 Irving, TX 75063

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 skillsDemonstrated cross-functional leadership skillsThorough knowledge of service center processes and proceduresKnowledge of claims management processesExcellent oral and written communication, including presentation skillsPC literate, including Microsoft Office products and call center softwareDemonstrated leadership/management/motivational skillsAnalytical and interpretive skillsStrong organizational skillsExcellent negotiation skillsExcellent interpersonal skillsAbility to troubleshoot intake processes and client service issuesAbility to prioritize and handle multiple tasksAbility 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, 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

NOTE: Credit security clearance, confirmed via a background credit check, is required for this position.

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.