Care Team Lead

Sedgwick•New Albany, OH

About The Position

The Care Team Lead develops, implements, and maintains the delivery of world-class service, including quality assurance, client services, and workforce management, while ensuring departmental objectives are met. The role supervises a Service Center team, providing leadership, direction, and support, and monitors daily team performance. It also supports service improvements, colleague development, and resolution of customer service issues. 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 preferred.
Supervisory experience preferred.

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 team by providing leadership, direction, and support, and monitor 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.