Care Team Lead/Chef dquipe dassistance - Jobs in New Brunswick

Job Description

Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It #39;s an opportunity to do something meaningful, each and every day. It #39;s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you #39;re someone who cares, there #39;s a place for you here. Join us and contribute to Sedgwick being a great place to work.Great Place to Work®Top 100 Most Loved Workplace®Forbes Best-in-State EmployerCare Team Lead/Chef d #39;équipe d #39;assistancePRIMARY 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 #39;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 focus on overall customer service skills.- Communicates with upper management regarding unit issues and resolutions.ADDITIONAL FUNCTIONS and RESPONSIBILITIES- Shift work availability required (days, evenings and overnight including weekends)- Performs other duties as assigned.- Travel as needed.QUALIFICATIONEducationamp; LicensingBachelor #39;s degree from an accredited college or university preferred.ExperienceTwo (2) to Four (4) years of call center or customer service experience or equivalent combination of education and experience required. Supervisory experience preferred.Skillsamp; 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 CompetenciesThe 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.We are committed to inclusive, barrier-free recruitment and selection processes. If contacted for an employment opportunity, please advise Colleague Resources if you require accommodation.OBJECTIF PRINCIPAL : Développer, mettre en œuvre et maintenir la prestation de services de classe mondiale, y compris l #39;assurance qualité, les services à la clientèle et la gestion de la main-d #39;œuvre, en veillant à ce que les objectifs du service soient atteints.FONCTIONS ET RESPONSABILITÉS ESSENTIELLES- Évaluer et estimer les compétences actuelles de l #39;équipe pour développer une base de données d #39;occasions de service.- Diriger les efforts visant à affiner les mesures du centre de service à la clientèle et les systèmes de suivi des améliorations des programmes.- Tenir des registres des activités de formation, des progrès des collègues et de l #39;efficacité du programme.- Analyser et résoudre les problèmes du service à la clientèle.- Superviser une unité (équipe) du centre de service à la clientèle en fournissant leadership, orientation et soutien et surveiller le rendement quotidien de l #39;équipe.- Surveiller les charges de travail leur état, soutenir ses collègues en leur prodiguant des conseils sur la gestion des problèmes- complexes, identifier et résoudre les problèmes et les enjeux.- Travailler avec la direction de l #39;équipe pour développer, mettre en œuvre et surveiller les plans de développement du personnel en mettant l #39;accent sur les compétences globales du service à la clientèle.- Communiquer avec la haute direction concernant les problèmes de l #39;unité et leur résolution.FONCTIONS ET RESPONSABILITÉS SUPPLÉMENTAIRES- Disponibilité pour le travail par quarts de travail (jours, soirs et nuits incluant les fins de semaine)- Effectuer d #39;autres tâches connexes.- Se déplacer selon les besoins.QUALIFICATIONSFormation et certificationBaccalauréat d #39;un collège ou d #39;une université accrédités, de préférence.ExpérienceDeux (2) à quatre (4) années d #39;expérience en centre d #39;appels ou en service à la clientèle ou une combinaison équivalente d #39;études et d #39;expérience requise. Expérience de supervision, de préférence.Compétences et connaissances- Solides compétences en service à la clientèle, y compris les processus et procédures clients des centres d #39;appels- Excellentes compétences en matière de coaching d #39;équipe, de formation, d #39;animation et de perfectionnement- Excellente communication orale et écrite, y compris des compétences en matière de présentation- Excellentes compétences en service à la clientèle- Connaissance des ordinateurs, y compris les produits Microsoft Office- Compétences analytiques et interprétatives- Solides compétences organisationnelles- Excellentes compétences interpersonnelles- Excellentes compétences en négociation- Capacité à travailler dans un environnement d #39;équipe- Capacité à atteindre ou dépasser les compétences en matière de rendementLes déclarations contenues dans ce document visent à décrire la nature générale et le niveau de travail effectué par un collègue affecté à cette description. Ils ne sont pas destinés à constituer une liste exhaustive des fonctions, devoirs ou variantes locales. La direction se réserve le pouvoir discrétionnaire d #39;ajouter ou de modifier les fonctions du poste à tout moment.Nous nous engageons à mettre en place des processus de recrutement et de sélection inclusifs et sans obstacle. Si l #39;on vous contacte pour une offre d #39;emploi, veuillez informer les ressources humaines si vous avez besoin d #39;un accommodement.Sedgwick is an Equal Opportunity Employer.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. Sedgwick retains the discretion to add or to change the duties of the position at any time.Taking care of people is at the heart of everything we do. Caring countsSedgwick is a leading global provider of technology-enabled risk, benefits and integrated business solutions. Every day, in every time zone, the most well-known and respected organizations place their trust in us to help their employees regain health and productivity, guide their consumers through the claims process, protect their brand and minimize business interruptions. Our more than 30,000 colleagues across 80 countries embrace our shared purpose and values as they demonstrate what it means to work for an organization committed to doing the right thing - one where caring counts. Watch this video to learn more about us. (https://www.youtube.com/watchv=ywxedjBGSfA)