[Hiring] Service Center Manager @Sedgwick

Role Description

To design, develop, integrate, and maintain the delivery of world-class service including responsibility for areas such as Quality Assurance, Training, Client Services, and Workforce Management.

• Assesses and evaluates current team competencies to develop a baseline of service opportunities.
• Develops and leads training programs to increase staff skills in delivering world-class customer service.
• Maintains and modifies training materials as needed.
• Works with team leadership to develop, implement, and monitor staff development plans with a focus on overall customer service skills.
• Leads efforts to refine Service Center measures and tracking system for program improvements.
• Maintains records of training activities, colleague progress and program effectiveness.
• Assists in management of customer interfaces and partner relationships to further integrate opportunities and improve overall program delivery.
• Analyzes and resolves customer service issues relating to poor customer service skills.

Qualifications

• Bachelor's degree from an accredited college or university preferred.
• Six (6) years call center or customer service experience or equivalent combination of education and experience required.
• Supervisory experience preferred.
• 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.
• 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.

Benefits

• Three Medical, and two dental plans to choose from.
• Tuition reimbursement eligible.
• 401K plan that matches 50% on every $ you put in up to the first 6% you save.
• 4 weeks PTO your first full year.