Care Team Leader: Elevate Service & Coaching

Sedgwick; New Albany (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

Sedgwick is seeking a Care Team Lead to oversee a Service Center team, ensuring world-class customer service delivery and robust quality assurance. The role emphasizes staff development, performance monitoring, and effective issue resolution in a fast-paced environment.

The ideal candidate has 4 years in call center/customer service, with supervisory experience preferred, and a Bachelor’s degree is favored. This on-site leadership role offers growth and a collaborative workplace culture.

Qualifications

• Four (4) years of call center or customer service experience or equivalent combination of education and experience required.
• Supervisory experience preferred.

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.

Skills

Customer service excellence

Coaching and training

Communication skills

Team leadership

Organizational skills

Problem solving

Multitasking

MS Office proficiency

Education

Bachelor's degree (preferred)

Tools

Microsoft Office

Job description

Sedgwick is seeking a Care Team Lead to oversee a Service Center team, ensuring world-class customer service delivery and robust quality assurance. The role emphasizes staff development, performance monitoring, and effective issue resolution in a fast-paced environment.

The ideal candidate has 4 years in call center/customer service, with supervisory experience preferred, and a Bachelor’s degree is favored. This on-site leadership role offers growth and a collaborative workplace culture.