Direct message the job poster from Sedgwick
Talent Acquisition Lead @ Resource Solutions, Sedgwick Ireland
Job Title
Health Insurance Team Leader
Reports to
Service Delivery Manager
This role is a hybrid model based in our Sandymount office, Dublin 4. Remote working will be considered for a more experienced candidate.
APA in insurance is a prerequisite including the health insurance module.
Key roles
The Customer Service Team Leader is responsible for the daily operation of the team including leadership, clear communication, motivation, performance management, and process management. Key to the role is ensuring SLAs, sales targets, and compliance requirements are met, with specific consideration to the sales capability and technical proficiency of the team.
Specific responsibilities (including but not limited to)
* To provide strong and visible leadership to their team members through clear and engaging communication and working collaboratively with the Operations Manager to consistently achieve SLAs and targets.
* Responsible for team delivery of professional and motivated customer services.
* To develop the customer service capability and performance of the team in collaboration with the Operations Manager and fellow Team Leaders.
* Point of technical and process referral for the team members.
* Performance management including completion of monthly incentives for direct reports, working with the Operations Manager to set and monitor appropriate team and individual targets.
* Active involvement in weekly sales team meetings to review and develop team performance.
* To support the Operations Manager in planning resource/campaign scheduling.
* To liaise with the QA Unit to monitor and resolve complaints in accordance with CPC.
* Work with the Operations Manager to develop management information for monitoring of team performance.
Qualifications/skills
* APA/CIP including health insurance
* Excellent organisational skills
* Strong leadership and motivational skills
* Excellent product knowledge
* Results-driven and solution-oriented
Experience
* Previous experience in a team lead role
* 6 months experience in a customer service role
* Proficient in Microsoft Word/Excel/PowerPoint
* Demonstrated strong people management skills
Seniority level
Associate
Employment type
Full-time
Job function
Customer Service and Management
Industries
Insurance and Outsourcing and Offshoring Consulting
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