Call Center - Team Lead

Serves as back-up to the Service Center Manager including all related In-person escalations (General billing, FPC, UBR, etc.); Oversees the day-to-day operations of the CIT/WET team; Facilitates CIT/WET meetings, reporting, follow-ups, and coordinating with other departments addressing and resolving customer inquiries and issues; Provide guidance and support to team members, ensuring productivity targets are met; Monitor and report on key performance indicators to Leadership; Support FPC related issue via CIT including MIMO, processing/completing; Organize and maintain records of CIT/WET efforts; Ensure compliance with document retention policies if applicable.; Facilitate clear and timely communication within the team; Relay updates on policies, procedures, and applicable changes.; Supports other Utility-Billing Supervisor escalations when needed; Act as a liaison between teams and client; Contributes to the development and delivery of applicable training programs for new and existing team members.; Ensure team members are up to date on the latest policies and procedures.; Conducts regular training assessments and adjust programs as needed.; Present findings to leadership team for strategic decision-making.; Implement escalation processes.; Coordinate with various departments to resolve escalated issues.; Provide feedback and coaching for continuous improvement.