Care Team Lead

Develop, implement, and maintain world-class service delivery, including quality assurance, client services, and workforce management Assess and evaluate current team competencies to establish service opportunity baselines 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 Monitor the team's daily performance Monitor workloads and status Advise colleagues on handling complex issues and identify and resolve problems Develop, implement, and monitor staff development plans with team leadership Communicate with upper management regarding unit issues and resolutions Travel as needed Perform other duties as assigned Requirements Bachelor's degree from an accredited college or university preferred Four (4) years of call center or customer service experience or equivalent combination of education and experience required Supervisory experience preferred 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 All candidates must live near one of Sedgwick's centers of excellence Core Competencies Demonstrates expertise in service delivery management, including quality assurance and client services, while effectively leading and developing a team in a call center environment. Proficient in analyzing performance metrics and implementing training programs to enhance team competencies and customer satisfaction. Highest-signal resume keywords Service Delivery Management Call Center Experience Team Leadership Customer Service Skills Training and Development Hard Skills Quality Assurance Performance Metrics Analysis Training Facilitation Client Services Workforce Management Analytical Skills Microsoft Office Problem Resolution Supervisory Experience Customer Service Processes Soft Skills Excellent Communication Interpersonal Skills Negotiation Skills Organizational Skills Team Collaboration Industry Keywords Call Center Service Center Customer Service Team Coaching Performance Competencies #J-18808-Ljbffr Jobtailor