Bilingual Service Center Team Lead | Customer Care

Sedgwick; Florida; On-site; USD 55,000 - 75,000; Full time

Job summary

Sedgwick is seeking a Bi-lingual Service Center Team Lead in Florida to develop, implement, and maintain world-class service delivery. You will supervise a team, optimize performance metrics, manage training records, and resolve customer issues while coordinating with upper management and colleagues.

The role emphasizes leadership, coaching, and strong communication skills, with a focus on delivering excellent client service in a bilingual environment. Travel and other duties may be required.

Qualifications

• Bachelor's degree preferred.
• Four (4) years of call center or customer service experience; supervisory experience preferred.
• Strong customer service skills including call center processes.
• Excellent coaching, training, and development skills.
• Excellent oral and written communication, including presentations.
• PC literate, including Microsoft Office products.
• Analytical, interpretive, and problem-solving abilities.
• Strong organizational and interpersonal skills.
• Ability to work in a team environment and meet performance competencies.

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; 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.

Skills

Customer service

Team coaching

Communication skills

Organizational skills

Interpersonal skills

Negotiation skills

Education

Bachelor's degree (preferred)

Tools

Microsoft Office

Job description

Sedgwick is seeking a Bi-lingual Service Center Team Lead in Florida to develop, implement, and maintain world-class service delivery. You will supervise a team, optimize performance metrics, manage training records, and resolve customer issues while coordinating with upper management and colleagues.

The role emphasizes leadership, coaching, and strong communication skills, with a focus on delivering excellent client service in a bilingual environment. Travel and other duties may be required.