Care Team Lead

Care Team Lead Centres of Excellence Dublin, OH: 5500 Glendon Court, Dublin, OH 43016 Memphis, TN: 8125 Sedgwick Way, Memphis, TN 38125 Southfield, MI: 300 Galleria Office, Southfield, MI 48034 Orlando, FL: 12650 Ingenuity Dr, Orlando, FL 32826

PRIMARY PURPOSE

To develop, implement, and maintain the delivery of world‑class service including quality assurance, client services, and workforce management ensuring departmental objectives are met. ESSENTIAL FUNCTIONS and RESPONSIBILITIES Assesses and evaluates current team competencies to develop a baseline of service opportunities. Leads efforts to refine Service Center measures and tracking systems for program improvements. Maintains records of training activities, colleague progress, and program effectiveness. Analyzes and resolves customer service issues. Supervises a Service Center unit (team) providing leadership, direction, and support and monitors team's daily performance. Monitors workloads and status; supports colleagues by providing advice on handling complex issues; and identifies and resolves problems and issues. Works with team leadership to develop, implement, and monitor staff development plans with a focus on overall customer service skills. Communicates with upper management regarding unit issues and resolutions. ADDITIONAL FUNCTIONS and RESPONSIBILITIES Performs other duties as assigned. Travels as needed.

QUALIFICATIONS

Education & Licensing Bachelor's degree from an accredited college or university preferred. Experience Four (4) years of call center or customer service experience or an equivalent combination of education and experience required. Supervisory experience preferred. Skills & Knowledge Strong customer service skills including call center client processes and procedures. Excellent team coaching, training, facilitation, and development skills. Excellent oral and written communication, including presentation skills. Excellent customer service skills. PC literate, 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.

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations. Mental Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work‑related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines. Physical Computer keyboarding, travel as required. Auditory/Visual Hearing, vision and talking. The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time. As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is $57,064.00 - $60,000.00 USD Annual. A comprehensive benefits package is offered including but not limited to medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits. Sedgwick is an Equal Opportunity Employer and a Drug‑Free Workplace. #J-18808-Ljbffr Hispanic Alliance for Career Enhancement