{"id":3045233,"url":"https://alion.io/job/sedgwick-care-team-lead-2","title":"Care Team Lead","company":{"id":5707,"name":"Sedgwick","domain":"sedgwick.com","url":"https://alion.io/company/sedgwick","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":82,"open_postings":42,"ghost_share":0,"stale_share":0.738,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Southfield, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":48000,"max_usd":117000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":2934},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-21T00:00:00Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-27T10:30:10Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.\nNewsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies\nCertified as a Great Place to Work®\nFortune Best Workplaces in Financial Services & Insurance\nCare Team LeadPRIMARY 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.\nESSENTIAL FUNCTIONS and RESPONSIBILITIES\nAssesses and evaluates current team competencies to develop a baseline of service opportunities.\nLeads efforts to refine Service Center measures and tracking systems for program improvements.\nMaintains records of training activities, colleague progress, and program effectiveness.\nAnalyzes and resolves customer service issues.\nSupervises a Service Center unit (team) providing leadership, direction, and support and monitors team's daily performance.\nMonitors workloads and status; supports colleagues by providing advice on handling complex issues; and identifies and resolves problems and issues.\nWorks with team leadership to develop, implement, and monitor staff development plans with a focus on overall customer service skills.\nCommunicates with upper management regarding unit issues and resolutions.\nADDITONAL FUNCTIONS and RESPONSIBILITIES\nPerforms other duties as assigned.\nTravels as needed.\nQUALIFICATIONS\nEducation & Licensing\nBachelor's degree from an accredited college or university preferred.\nExperience\nFour (4) years of call center or customer service experience or equivalent combination of education and experience required. Supervisory experience preferred.\nSkills & Knowledge\nStrong customer service skills including call center client processes and procedures\nExcellent team coaching, training, facilitation, and development skills\nExcellent oral and written communication, including presentation skills\nExcellent customer service skills\nPC literate, including Microsoft Office products\nAnalytical and interpretive skills\nStrong organizational skills\nExcellent interpersonal skills\nExcellent negotiation skills\nAbility to work in a team environment\nAbility to meet or exceed Performance Competencies\nWORK ENVIRONMENT\nWhen applicable and appropriate, consideration will be given to reasonable accommodations.\nMental: 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\nPhysical: Computer keyboarding, travel as required\nAuditory/Visual: Hearing, vision and talking\nThe 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.\nSedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.\nIf you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. 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