Call Center Team Lead – After Pay

About the role

The Call Center Team Lead for After Pay will oversee daily operations of the customer service team, ensuring high‑quality support for partners and consumers. This role combines people management, process improvement, and cross‑functional collaboration to meet business objectives.

Key responsibilities

• Ensure all procedures and policies are consistently followed.
• Lead, motivate, and mentor a team of customer service representatives.
• Manage ticket queues, monitor service levels, and drive effective ticket resolution.
• Collaborate with cross‑functional teams to develop and implement new processes and projects.
• Provide input on strategic initiatives and emerging technologies that enhance service performance.
• Handle customer inquiries via phone, email, or in‑person interactions.
• Conduct performance reviews, support growth, and retain talent.

Required profile

• High School Diploma.
• Strong analytical, problem‑solving, and multitasking abilities.
• Detail‑oriented, teamwork‑focused, and excellent communication skills.
• Coaching, leadership, and time‑management capabilities.
• Proficiency with Microsoft Office (basic to intermediate).
• Comfortable working in a fast‑paced, customer‑focused environment.
• Curiosity and adaptability with emerging technologies, including AI tools that improve processes.

Required skills

• Microsoft Office