Operations Team Lead

AutoPayPlus • Orlando, FL

8d • Onsite

About The Position

The Operations Team Leader supports daily frontline operations by assisting Operations Team Members with member service support, escalations, operational guidance, and workflow assistance within a high-volume call center environment. This role works closely with Operations Leadership to help reinforce service standards, operational procedures, quality expectations, and member experience initiatives while serving as a senior peer resource for the team.

Requirements

• High school diploma or GED required
• 3–5+ years of experience in call center operations, customer service, financial services, or loan servicing.
• Strong communication, problem-solving, and customer service skills.
• Ability to support escalated member concerns in a fast-paced environment.
• Strong attention to detail and ability to work accurately with financial information.
• Proficiency with Microsoft Office Suite and operational systems.
• Must pass background and credit checks.

Nice To Haves

• associate or bachelor’s degree preferred
• Prior senior representative, mentor, or team lead experience preferred
• Experience with EV2, Creatio, and Five9 preferred
• Experience in auto finance, banking, ACH processing, or financial compliance environments.
• Bilingual (English/Spanish).

Responsibilities

• Provide day-to-day support and guidance to Operations Team Members.
• Assist with monitoring workflows and escalating operational concerns to leadership.
• Reinforce professionalism, accountability, and five-star member service standards.
• Serve as a support resource for escalated member concerns and assist with timely resolutions.
• Promote positive team culture and support peer development.
• Assist with onboarding and training support for new Operations Team Members.
• Provide real-time coaching reinforcement on operational procedures and member interactions.
• Assist leadership with identifying coaching opportunities and operational trends.
• Reinforce adherence to operational procedures, verification standards, and compliance expectations.
• Support quality assurance initiatives to ensure documentation accuracy and member service consistency.
• Assist with identifying process concerns and escalating operational risks when appropriate.
• Collaborate with Operations Leadership, QA, Compliance, Training, and Technology teams to improve member experience.
• Assist with identifying workflow or system concerns impacting operations including EV2, Creatio, and Five9.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED