Customer Service Team Lead

Sedgwick

. Provide exceptional customer support on Sedgwick's primary temporary housing line .

Posted 9/18/2026part-timeAlabama • United StatesSenior💰 $21 - $23 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and team development skills in a high-volume call center environment, with a focus on customer service excellence and operational efficiency. Proficient in managing workflows, monitoring performance metrics, and providing real-time support to associates.

Highest-signal resume keywords

Customer Service ExcellenceLeadership and Team DevelopmentOperational Metrics MonitoringProblem-Solving and Critical ThinkingMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceCall Center OperationsTask DelegationWorkflow ManagementPerformance Metrics MonitoringHousing Claims ProcessingBilling AccuracyIVR Call Flow ManagementDocumentation StandardsQuality Assurance

Soft Skills

Excellent Communication SkillsCoaching and MentoringOrganizational SkillsTime ManagementTeam Collaboration

Tools & Technologies

Microsoft OfficeOutlookCarrier PortalsWeb PortalsCustomer Service Communication Channels

Industry Keywords

Customer SupportHospitalityInsuranceHigh-Volume EnvironmentOperational Challenges

About the role

Key responsibilities & impact

Provide exceptional customer support on Sedgwick's primary temporary housing line
Serve as a working team lead responsible for daily operational oversight, task delegation, workflow management, service-level performance, and frontline leadership
Support policyholders, adjusters, hotels, and partners with housing-related inquiries
Handle inbound calls, hotel bookings and extensions, billing-related questions, emails, and administrative functions
Act as the primary decision-maker during assigned shifts and manage escalations
Monitor real-time volume, staffing coverage, customer service performance, team participation, queues, workload, and operational metrics
Answer inbound calls professionally and compassionately
Provide guidance, direction, coaching, and real-time support to associates
Enter new housing claims into internal systems and maintain documentation standards
Monitor email queues, Outlook mailboxes, carrier portals, web portals, and customer service communication channels
Contact insureds via text and email regarding hotel extensions and housing requests
Extend hotel stays and book hotels when necessary
Update the hotel database and retrieve and audit hotel folios for billing accuracy and compliance
Verify and document customer interactions and claim activity across internal systems
Manage IVR call flow and routing based on real-time call volume
Delegate tasks and coordinate staffing coverage, schedules, absences, holidays, and business demands
Monitor participation, queue adherence, schedule compliance, breaks, workflow execution, and productivity
Assist with onboarding, training, coaching, mentoring, and team development
Motivate team members to meet productivity and quality metrics
Identify operational challenges and implement solutions, escalating issues to leadership when necessary
Serve as the sole onsite leader during weekend shifts
Support quality programs and participate in process improvement initiatives

Requirements

What you’ll need

Four (4) years of customer service, call center, housing, hospitality, insurance, or related business experience, or equivalent combination of education and experience required
Bachelor's degree from an accredited college or university preferred
Prior leadership, team lead, supervisory, or coaching experience in a high-volume call center environment preferred
Excellent oral and written communication skills
PC literate, including Microsoft Office products
Strong leadership, coaching, and team-development abilities
Strong problem-solving, critical-thinking, and escalation-resolution skills
Strong organizational and time-management abilities in a high-volume environment
Ability to monitor service levels, queue performance, workload distribution, and operational metrics in real time
Ability to balance leadership responsibilities while maintaining personal production expectations
Ability to maintain confidentiality and exercise sound judgment
Ability to work in a team environment
Ability to drive accountability, workload distribution, and customer service excellence across a team environment
Ability to handle multiple conflicting priorities
Ability to meet or exceed Performance Competencies
Ability to work the specified schedule: Monday, Tuesday, and Friday 12:00 PM–9:00 PM EST; Saturday and Sunday 11:00 AM–8:00 PM EST; Wednesday and Thursday off

Benefits

Comp & perks

Work-life balance
Reasonable accommodations
Equal Opportunity Employer
Drug-Free Workplace