Care Team Lead

Care Team Lead Location Southfield, MI: 300 Galleria Officentre Southfield MI 48034 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 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 speaking. Sedgwick is an Equal Opportunity Employer and a Drug‑Free Workplace. #J-18808-Ljbffr