双语客服团队负责人
Bi-lingual Service Center Team Lead
加入Sedgwick，你将参与真正有意义的事业。我们的33,000名同事每天为全球面临意外的人们提供帮助。我们邀请你与我们一同成长，体验我们的关怀文化，并享受工作与生活的平衡。在这里，你所能实现的没有界限。
Newsweek 将 Sedgwick 评为美国最佳雇主全国顶级公司
被认证为“最佳工作场所®”
财富最佳金融服务与保险工作场所
双语服务中心团队主管
主要职责：开发、实施并维护世界级服务，包括质量保证、客户服务和人员管理，确保部门目标的达成。
核心职责和任务
- 评估和评价当前团队的能力，以建立服务机会的基准。
- 领导改进服务中心指标和跟踪系统的努力，以实现项目改进。
- 维护培训活动记录、员工进展和项目有效性。
- 分析并解决客户服务问题。
- 管理服务中心的一个团队（小组），提供领导力、方向和支持，并监控团队的日常表现。
- 监控工作量和状态；通过提供处理复杂问题的建议来支持同事；识别并解决问题。
- 与团队领导合作，制定、实施和监控员工发展计划，重点提升整体客户服务技能。
- 向高层管理人员汇报团队的问题和解决方案。
其他职责和任务
- 执行分配的其他任务。
- 支持组织的质量计划。
- 按需出差。
管理职责
- 在所有领域执行公司人事政策，遵循公司的招聘标准和培训建议。
- 进行面试、招聘并制定员工绩效发展计划；开展员工绩效讨论。
- 提供支持、指导、领导力和激励，以促进最大化的绩效。
资格要求
教育与资质
优先考虑来自认可大学或学院的学士学位。
经验
需要4年呼叫中心或客户服务经验，或同等教育和经验组合。有管理经验者优先。
技能与知识
- 强大的客户服务技能，包括呼叫中心客户流程
查看英文原文
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
Bi-lingual Service Center Team Lead
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.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES
- 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.
ADDITIONAL FUNCTIONS and RESPONSIBILITIES
- Performs other duties as assigned.
- Supports the organization's quality program(s).
- 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 preferred.
Experience
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
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.
Originally posted on Himalayas