Care Team Lead

Overview

In this role, you will develop and sustain world-class service delivery across client services, quality assurance, and workforce management. You'll lead a Service Center team, shaping performance, coaching colleagues, and ensuring client expectations are met. The position blends people leadership with process improvement in a hybrid work setting near a Sedgwick center. You'll partner with management to drive service excellence and staff development, contributing to a caring culture and work-life balance.

Responsibilities

• Assess current team competencies to establish a baseline for service opportunities
• Lead efforts to refine Service Center measures and tracking systems for program improvements
• Maintain training records, colleague progress, and program effectiveness
• Analyze and resolve customer service issues
• Supervise a Service Center unit, providing leadership and monitoring daily performance
• Monitor workloads, advise on complex issues, and resolve problems
• Collaborate with team leadership to implement staff development plans focused on customer service skills
• Communicate unit issues and resolutions with upper management
• Perform other duties as assigned
• Travel as needed

Key requirements

• Four (4) years of call center or customer service experience or equivalent combination of education and experience required
• Supervisory experience preferred
• Strong customer service skills including call center processes
• Excellent team coaching, training, facilitation, and development skills
• Excellent oral and written communication, including presentations
• PC literate, including Microsoft Office products

• Strong interpersonal skills
• Analytical and interpretive abilities
• Excellent organizational skills
• Ability to work in a team environment
• Effective negotiation skills
• Microsoft Office