Dispatch Services Team Lead

Infinity • Cedar Rapids, IA

3d

About The Position

At Infinity, leadership is about driving performance, empowering teams, and delivering exceptional customer experiences. As a Team Lead for our Emergency Road Service (ERS) program, you will play a critical role in overseeing daily operations, supporting frontline teams, and ensuring seamless service delivery for customers and fleet partners.
This is a performance-driven leadership role where your ability to make real-time decisions, coach effectively, and manage operational flow will directly impact team success and customer satisfaction. You will serve as the primary escalation point while balancing hands-on support with leadership responsibilities.
If you thrive in a fast-paced, high-impact environment and are passionate about developing others while driving results, this is where you belong.

Requirements

• A performance-driven leader who is accountable, proactive, and focused on results
• Experience in a BPO, contact center, or call center environment preferred
• Background in roadside assistance, emergency services, or fleet management is a plus
• Strong problem-solving and decision-making skills with the ability to act quickly under pressure
• Excellent communication and interpersonal skills across all levels of the organization
• Proven ability to coach, develop, and motivate team members
• Comfortable navigating ambiguity and contributing to process creation and improvement
• Proficiency with dispatch, ticketing, or CRM systems preferred
• Adaptability and flexibility to meet changing operational demands
• Ability to maintain professionalism in a fast-paced, high-pressure environment
• Ability to remain seated and work at a computer for extended periods
• Occasionally lift up to 10 pounds, if needed

Responsibilities

• Lead and support Account Executives to ensure service delivery aligns with program standards and client expectations
• Position client solutions effectively to meet customer needs and drive value
• Provide real-time authorizations and guidance for service approvals, exceptions, and escalations
• Monitor call flow, service levels, and operational performance to ensure timely roadside support
• Act as the primary escalation point for customers, team members, and fleet partners, resolving issues efficiently
• Assist with scheduling and coverage to ensure appropriate staffing across all shifts
• Coach, mentor, and develop team members through consistent feedback and performance management
• Track, analyze, and report on key performance metrics (AHT, quality, billable ratio, adherence, etc.)
• Partner with operations leadership and clients to identify and implement process improvements
• Ensure compliance with program policies, procedures, and safety standards
• Participate in on-call rotations and maintain flexibility to support evenings, weekends, and holidays as needed

Benefits

• Leadership Impact: Direct influence on team performance, customer experience, and operational success
• Growth-Focused Culture: Opportunities to develop leadership skills and advance within the organization
• Winning Team Environment: Collaborative, high-energy culture built on accountability and support
• Dynamic Work Environment: Fast-paced operations that keep you engaged and challenged
• Continuous Development: Ongoing coaching, leadership support, and skill development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees