Care Team Lead

Care Team Lead

Sedgwick

1 Positions

ID: R78744

Posted On 10/02/2026

Job Overview

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.

Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies

Certified as a Great Place to Work®

Fortune Best Workplaces in Financial Services & Insurance

Care Team Lead

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.

ADDITONAL 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 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.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If 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. You may be just the right candidate for this or other roles.

Primary Contact

1645458383738

Amanda Strothman

,

Phone

Phone

Phone

Fax

[email protected]

Email

True

False

True

Job Details

Categories

Insurance

Management/Executive

Technical

Location

Dubuque, IA

Job Type

Employee

Full/Part

Full Time

Company ID

8326

Job REQ #

R78744

# Positions

1

Start Date

20261002

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Sedgwick

About the Company

Career Development

Our goal is to make Sedgwick CMS a place where great people can do great things for our clients. This commitment is evidenced by our colleague development program and supported by our multi-dimensional learning resources.

We invest in the education of our colleagues by providing training and learning resources that focus on our culture, procedures, systems and performance expectations. We evaluate the educational needs of our colleagues through performance discussions and evaluations. These needs are filled either through Sedgwick CMS University and through industry certification programs and other external educational resources . Sedgwick CMS University curriculum offerings take colleagues from orientation to technical training to supervisory and managerial development. Through Sedgwick CMS University, we provide our colleagues continuous development of professional skills and the ability to deliver quality service to our clients.

Colleague Orientation

We offer a required colleague orientation program that allows us to verify and document the training provided to new colleagues. This program is called Personal Responsibility in Developing Excellence (PRIDE) and is the first component of our comprehensive career development process. This program introduces and orients new and transitioning colleagues to our company and to their new position. PRIDE will take colleagues through the first 90 days of their new position. Objectives of this program focus on providing colleagues an increased awareness of who we are, where we are going, and how they can help us get there.

Career Paths

Career path options are identified through an ongoing process of discussion and collaboration between colleagues and their managers. On an ongoing basis, our managers counsel colleagues regarding their career path, new opportunities, and additional training and development requirements to help them reach their individual goals.