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Service Center Team Lead

Sedgwick CMS, Dubuque, IA Dubuque, IA

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Service Center Team Lead



For a career path that is both challenging and rewarding, join Sedgwick's talented team of 21,000 colleagues around the globe. Sedgwick is a leading provider of technology-enabled risk, benefits and integrated business solutions. Taking care of people is at the heart of everything we do. Millions of people and organizations count on Sedgwick each year to take care of their needs when they face a major life event or something unexpected happens. Whether they have a workplace injury, suffer property or financial loss or damage from a natural or manmade disaster, are involved in an auto or other type of accident, or need time away from work for the birth of a child or another medical situation, we are here to provide compassionate care and expert guidance. Our clients depend on our talented colleagues to take care of their most valuable assets -- their employees, their customers and their property. At Sedgwick, caring counts®. Join our team of creative and caring people of all backgrounds, and help us make a difference in the lives of others.

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.


  • 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.


  • Performs other duties as assigned.
  • Supports the organization's quality program(s).
  • Travels as needed.


Education & Licensing
Bachelor's degree from an accredited college or university preferred.

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

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

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Job Details

Req Num --
ID 547985
Dubuque, IA
Dubuque, IA
Positions 1
Full Time
Pay --
Customer Service
Second Shift
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Retirement Plan
Paid Vacation
Paid Sick Leave
Paid Holidays
Tuition Reimbursement

Preferred Candidates

Years of Experience --
Education --

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