Care Team Lead

Sedgwick; Southfield (MI); On-site; USD 55,000 - 90,000; Full time

Job summary

Sedgwick is hiring a Care Team Lead in the United States for a hands-on leadership role in a busy Service Center. You will guide a team, monitor daily performance, and drive quality assurance and client service improvements.

The role requires strong customer service and coaching skills, with 4+ years in call center environments and a Bachelor's degree preferred. Travel and other duties may be involved.

Qualifications

• Bachelor's degree preferred.
• Four years of call center or customer service experience required; supervisory experience preferred.
• Strong coaching, training and development abilities.

Responsibilities

• Develop, implement, and maintain world-class service delivery.
• Lead and supervise the Service Center team and monitor performance.
• Ensure quality assurance, client services, and workforce management goals.
• Analyse customer service issues and implement improvements.
• Coach staff and manage development plans.
• Collaborate with upper management on unit issues and resolutions.

Skills

Customer service

Team leadership

Call center processes

Communication

Microsoft Office

Analytical skills

Interpersonal skills

Problem solving

Time management

Presentation skills

Education

Bachelor's degree preferred

Tools

Microsoft Office

Job description

By joining Sedgwick, you'll be part of something truly meaningful. It's what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there's no limit to what you can achieve.

Newsweek Recognizes Sedgwick as America's Greatest Workplaces National Top Companies

Certified as a Great Place to Work®

Fortune Best Workplaces in Financial Services & Insurance

Care Team Lead

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.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.