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.

Job Summary: As a Care Team Lead, you will develop, implement, and maintain the delivery of world-class service including quality assurance, client services, and workforce management ensuring departmental objectives are met.

Responsibilities:

• Assess and evaluate current team competencies to develop a baseline of service opportunities.
• Lead efforts to refine Service Center measures and tracking systems for program improvements.
• Maintain records of training activities, colleague progress, and program effectiveness.
• Analyze and resolve customer service issues.
• Supervise a Service Center unit (team) providing leadership, direction, and support and monitor team's daily performance.
• Monitor workloads and status; support colleagues by providing advice on handling complex issues; and identify and resolve problems and issues.
• Work with team leadership to develop, implement, and monitor staff development plans with a focus on overall customer service skills.
• Communicate with upper management regarding unit issues and resolutions.

Additional Responsibilities:

• Perform other duties as assigned.
• Travel as needed.

Qualifications:

• Bachelor's degree from an accredited college or university preferred.
• Four (4) years of call center or customer service experience or equivalent combination of education and experience required. Supervisory experience preferred.

Skills and 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.
• 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:

• 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.

Compensation:

• The range of starting pay for this role is $54,200.00 - $57,000.00 USD Annual.
• A comprehensive benefits package is offered including but not limited to, medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits.