Team Lead (Renewals)
About the role
The Renewals Team Lead provides day-to-day leadership, coaching, and training to the Renewals team. This role is responsible for helping team members understand expectations, develop their skills, and consistently meet quality, productivity, and service level standards. The Team Lead serves as a subject matter resource and first point of escalation, supports complex transactions, monitors team performance, and partners with leadership to address performance and process opportunities.
Responsibilities
- Coach and develop team members through regular observation, feedback, and one-on-one support.
- Train team members on Renewals processes, state requirements, systems, and quality expectations.
- Monitor team performance and provide timely coaching when productivity, quality, or service expectations are not being met.
- Provide day-to-day guidance and serve as the first point of escalation for team questions and complex processing issues.
- Support onboarding and ongoing development of team members.
- Review work, rejections, and processing trends to identify coaching and training opportunities.
- Reinforce department processes, procedures, and performance expectations to promote consistency and accountability.
- Help coordinate daily workflow and priorities to support business needs and service level expectations.
- Partner with management on employee performance, process concerns, and opportunities for improvement.
- Foster a positive, accountable, collaborative, and customer-focused team environment.
- Perform other duties as assigned and appropriate to the role.
Requirements
High school diploma or equivalent required. 3–5 years of customer service, operations, or related experience required. Current and active driver’s license required. Previous experience in vehicle title and registration, renewals, fleet management, or a related industry preferred. Previous leadership, coaching, training, or mentoring experience preferred.