Care Team Lead

The 'Apply with SEEK option' will be utilized for International applicants, mainly Australia. If this does not apply to you please use the 'Apply' option.

IF YOU CARE, THERE’S A PLACE FOR YOU HERE

EFI Global is a full-service engineering, fire investigation, environmental, health and safety, and specialty consulting services firm serving a variety of industries in both the public and private sectors. Over the last four decades, we have grown from a boutique firm specializing in handling insurance fraud and arson cases and providing expert witness testimony, into a recognized global leader in engineering failure analysis, origin-and-cause investigations, environmental consulting, laboratory testing and specialty consulting. Our forensic investigation, engineering and environmental services teams around the world share a dedication to expertise, quality and demonstrating to customers that caring counts®. Each of our more than 700 professional engineers, fire investigators, architects and scientists was selected for their technical proficiency, in-depth industry knowledge and commitment to professional integrity. Together, our diverse backgrounds and collective insights empower clients to make better-informed business decisions. EFI’s combination of global solutions and local expertise has earned the firm a reputation for delivering timely responses that consistently meet our clients’ expectations—anytime, anywhere.  Click here to learn more about EFI Global.  

 Our teams connect! We collaborate onsite and have a hybrid work arrangement. All candidates must live near one of our centers of excellence.

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.

ADDITONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Travels as needed.

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.

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