Care Team Lead: Customer Experience & Coaching

Sedgwick Claims Management Services Ltd; Ohio; On-site; USD 65,000 - 90,000; Full time

Job summary

Sedgwick is seeking a Care Team Lead in the United States to supervise a Service Center unit, drive staff development, and ensure exceptional customer service. The role emphasizes coaching, issue resolution, and performance monitoring in a fast-paced environment.

You'll collaborate with teammates and upper management to meet departmental objectives, with travel as needed. A four-year customer service background and a bachelor's degree are preferred.

Qualifications

• Bachelor’s degree from an accredited college or university preferred.
• Four (4) years of call center or customer service experience required; supervisory experience preferred.
• Strong customer service, coaching, and communication skills.
• Ability to analyze issues, manage workloads, and develop staff.
• Proficient in Microsoft Office and willingness to travel as needed.

Responsibilities

• Lead a Service Center unit, providing guidance and monitoring daily performance.
• Develop training plans and staff development.
• Analyze and resolve customer service issues.
• Refine service measures and tracking systems for program improvements.
• Collaborate with upper management on unit issues.
• Travel as needed.

Skills

Customer service

Team coaching

Communication skills

Problem solving

Organizational skills

Microsoft Office

Analytical thinking

Leadership

Education

Bachelor's degree

Tools

CRM software

Call center software

Job description

Sedgwick is seeking a Care Team Lead in the United States to supervise a Service Center unit, drive staff development, and ensure exceptional customer service. The role emphasizes coaching, issue resolution, and performance monitoring in a fast-paced environment.

You'll collaborate with teammates and upper management to meet departmental objectives, with travel as needed. A four-year customer service background and a bachelor's degree are preferred.