Dispatch Services Team Lead at Infinity – Cedar Rapids, Iowa

At Infinity, we live by three powerful principles: Energy, Excellence, and Execution. Our mission is simple yet bold—we create Life-Changing Experiences for both our employees and our customers.

Recognized as a Top Workplace by the Detroit Free Press, Des Moines Register, and Corridor Business Journal, as well as one of the Coolest Places to Work, Infinity is where great people come together to do meaningful work—and have fun doing it.

From casual dress and vibrant break spaces to team events and community impact initiatives, we’ve built a culture that’s collaborative, inclusive, and dedicated to growth. At Infinity, we don’t just offer jobs—we create opportunities to grow, thrive, and perform at your best.

Job Summary:

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.

Why You’ll Love Working Here:

• 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 You’ll Do:

• 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

What We’re Looking For:

• 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

Physical Requirements:

• Ability to remain seated and work at a computer for extended periods
• Occasionally lift up to 10 pounds, if needed

If you’re driven to lead with purpose, motivated by results, and ready to make an impact in a role that values performance, accountability, and team success, we want to hear from you.

Apply today and take the next step in your leadership journey with Infinity.