# Care Team Lead

**Company**: Sedgwick
**Location**: New Albany, OH
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Insurance

**Apply**: https://sedgwick.wd1.myworkdayjobs.com/en-US/Sedgwick/job/New-Albany-OH/Care-Team-Lead_R80363?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/care-team-lead-45e13b65-fad/

## 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.

As a Care Team Lead, your primary purpose will be to 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 & 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

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## Skills

### Required
- customer service skills
- call center client processes and procedures
- team coaching
- training
- facilitation
- development skills
- oral and written communication
- presentation skills
- analytical and interpretive skills
- organizational skills
- interpersonal skills
- negotiation skills

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Source: [Apply at sedgwick.wd1.myworkdayjobs.com](https://sedgwick.wd1.myworkdayjobs.com/en-US/Sedgwick/job/New-Albany-OH/Care-Team-Lead_R80363?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)