Manager, Care Team Operations

Sedgwick

Manager leading Service Center operations at Sedgwick Insurance, ensuring service excellence and supporting growth. Overseeing day-to-day operations for multiple sites in the U.S.

Posted 5/5/2026full-timeDublin • Florida, Missouri, Ohio, Tennessee • 🇺🇸 United StatesMid-LevelSenior💰 $71,329 - $80,000 per yearWebsite

About the role

Key responsibilities & impact

Provides leadership and support in meeting day-to-day Service Center objectives including service excellence; and to support continued Service Center growth and development.
Manages day-to-day operations ensuring daily client service objectives are met; ensures workload objectives are met timely and accurately.
Provides professional and organizational development direction to Service Center supervisory staff and in their colleague team development role.
Produces scheduled reports; maintains reporting databases as instructed.
Contributes to development schedules for Service Center functional areas effectively balancing client needs with colleague availability and diversity.
Provides effective and constant communication to Service Center Director and key stakeholders; provides effective communication of Service Center processes and procedures change/updates to internal and external colleague staff.
Identifies and assists in implementation of various training programs; coordinates training of Service Center colleagues on departmental applications and procedures.
Represents the company with industry groups.

Requirements

What you’ll need

Bachelor's degree from an accredited college or university strongly preferred.
Six (6) years of supervisory/management experience in a multi-site or high volume call center or customer service center environment or equivalent combination of education and experience required to include experience with applicable call center technology tools.
Strong customer service skills
Demonstrated cross-functional leadership skills
Thorough knowledge of service center processes and procedures
Knowledge of claims management processes
Excellent oral and written communication, including presentation skills
PC literate, including Microsoft Office products and call center software
Demonstrated leadership/management/motivational skills
Analytical and interpretive skills
Strong organizational skills
Excellent negotiation skills
Excellent interpersonal skills
Ability to troubleshoot intake processes and client service issues
Ability to prioritize and handle multiple tasks
Ability to work in a team environment
Ability to meet or exceed Performance Competencies.

Benefits

Comp & perks

medical
dental
vision
401k and matching
PTO
disability and life insurance
employee assistance
flexible spending or health savings account
other additional voluntary benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

call center technologyclaims management processesreporting databasesMicrosoft Office

Soft Skills

customer servicecross-functional leadershiporal communicationwritten communicationpresentation skillsleadershipmotivational skillsanalytical skillsorganizational skillsnegotiation skills

Certifications

Bachelor's degree