Care Team Lead

Sedgwick • Southfield, MI

4d

About The Position

The Care Team Lead develops, implements, and maintains world-class service delivery, including quality assurance, client services, and workforce management, while ensuring departmental objectives are met. The role supervises a Service Center team by providing leadership, direction, and support and monitoring daily performance. It assesses team competencies, improves service measures and tracking systems, maintains training and performance records, analyzes and resolves customer service issues, and supports colleague development and resolution of complex issues. The position communicates unit issues and resolutions to upper management and travels 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 unit, 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 customer service skills.
• Communicate unit issues and resolutions to upper management.
• Perform other duties as assigned.
• Travel as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level