Care Team Lead

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.