Care Team Lead

Sedgwick

Team Lead developing and managing world-class client services for Sedgwick in customer support. Ensuring departmental objectives are met while leading a team of service professionals.

Posted 7/23/2026full-timeSouthfield • Missouri • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and supervisory skills in managing a Service Center team, focusing on customer service excellence and staff development. Proficient in analyzing service metrics and implementing training programs to enhance team performance and client satisfaction.

Highest-signal resume keywords

Customer Service SkillsTeam CoachingAnalytical SkillsSupervisory ExperienceMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Call Center ProcessesQuality AssuranceWorkforce ManagementTraining DevelopmentPerformance Competencies

Soft Skills

Excellent CommunicationInterpersonal SkillsNegotiation SkillsOrganizational SkillsTeam Collaboration

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

Service CenterClient ServicesProgram ImprovementCustomer Service IssuesTraining Activities

About the role

Key responsibilities & impact

Develop, implement, and maintain the delivery of world-class service including quality assurance, client services, and workforce management ensuring departmental objectives are met
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

Requirements

What you’ll need

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
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

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible working hours
Paid time off
Professional development opportunities