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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills and supervisory experience in a call center environment, with a focus on team coaching, training, and performance management. Proficient in analyzing service metrics and implementing improvements to enhance service delivery.
Highest-signal resume keywords
Customer Service SkillsSupervisory ExperienceTeam CoachingAnalytical SkillsMicrosoft Office Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Call Center ProcessesQuality AssuranceWorkforce ManagementPerformance CompetenciesTraining DevelopmentProgram Effectiveness Analysis
Soft Skills
Excellent CommunicationInterpersonal SkillsNegotiation SkillsOrganizational SkillsTeam Collaboration
Industry Keywords
Customer ServiceService CenterClient ServicesService Opportunity BaselinesTraining Activities
About the role
Key responsibilities & impact- Develop, implement, and maintain delivery of world-class service, including quality assurance, client services, and workforce management
- Assess and evaluate team competencies to establish service opportunity baselines
- Refine Service Center measures and tracking systems for program improvements
- Maintain records of training activities, colleague progress, and program effectiveness
- Analyze and resolve customer service issues
- Supervise a Service Center team and monitor daily performance
- Monitor workloads and status; advise colleagues on complex issues and resolve problems
- Develop, implement, and monitor staff development plans focused on customer service skills
- Communicate unit issues and resolutions to upper management
- Perform other duties as assigned
- Travel as needed
Requirements
What you’ll need- 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
- 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
- All candidates must live near one of Sedgwick's centers of excellence
Benefits
Comp & perks- Hybrid work arrangement
- Work-life balance
- Opportunity to grow your career
- Caring culture
- Reasonable accommodations considered when applicable and appropriate