Care Team Lead

Sedgwick • Orlando, FL

1d

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. This role supervises a Service Center team, providing leadership, direction, and support while monitoring daily performance. The position also works with team leadership on staff development and communicates unit issues and resolutions to upper management.

The role requires four years of call center or customer service experience, or an equivalent combination of education and experience. A bachelor's degree and supervisory experience are preferred. Travel may be required. Sedgwick describes itself as an Equal Opportunity Employer and a Drug-Free Workplace.

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.
• Team coaching, training, facilitation, and development skills.
• Oral and written communication skills, including presentation skills.
• PC literacy, including Microsoft Office products.
• Analytical and interpretive skills.
• Strong organizational skills.
• Interpersonal skills.
• 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 identify baseline 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 team, providing leadership, direction, and support, and monitor daily team performance.
• Monitor workloads and status; advise colleagues on complex issues; and identify and resolve problems.
• Work with team leadership to develop, implement, and monitor staff development plans focused on customer service skills.
• Communicate unit issues and resolutions to upper management.
• Perform other duties as assigned.
• Travel as needed.

Benefits

• Work-life balance

What This Job Offers

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