Care Team Lead

Sedgwick • Southfield, MI

2d

About The Position

The Care Team Lead develops, implements, and maintains delivery of world-class service, including quality assurance, client services, and workforce management, to help meet departmental objectives. The role leads a Service Center team, monitors daily performance and workloads, supports colleagues with complex issues, and works with team leadership on staff development focused on customer service. The position also evaluates team competencies, improves service measures and tracking systems, maintains training and program-effectiveness records, resolves customer service issues, and communicates unit matters and resolutions to upper management. Travel is required as needed.

Requirements

• Four years of call center or customer service experience, or an equivalent combination of education and experience.
• Strong customer service skills, including knowledge of call center client processes and procedures.
• Excellent team coaching, training, facilitation, and development skills.
• Excellent oral and written communication skills, including presentation skills.
• PC literacy, 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.

Nice To Haves

• Bachelor's degree from an accredited college or university.
• Supervisory experience.

Responsibilities

• Assess and evaluate current team competencies to establish 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 by providing leadership, direction, and support, and monitor the team's daily performance.
• Monitor workloads and status; advise colleagues on handling complex issues; and identify and resolve problems.
• Work with team leadership to develop, implement, and monitor staff development plans focused on overall customer service skills.
• Communicate with upper management regarding unit issues and resolutions.
• Perform other duties as assigned.
• Travel as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed