Care Team Lead

• 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

• 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

Core Competencies

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 Skills
• Team Coaching
• Analytical Skills
• Supervisory Experience
• Microsoft Office Proficiency

ATS Optimization Keywords

Hard Skills

• Call Center Processes
• Quality Assurance
• Workforce Management
• Training Development
• Performance Competencies

Soft Skills

• Excellent Communication
• Interpersonal Skills
• Negotiation Skills
• Organizational Skills
• Team Collaboration

Certifications & Qualifications

• Bachelor's Degree

Industry Keywords

• Service Center
• Client Services
• Program Improvement
• Customer Service Issues
• Training Activities