Logistics Ops Senior Team Lead

Summary:

The Senior Lead manages operational duties of the teams under their direction. He/She monitors the execution of their duties and guarantee the achievements of agreed key performance indicators. Also, focuses on improving processes and knowledge management, based on the data and operational insights retrieved.

Responsibilities:

• Assistintrackingandcontrollingthekeyperformancestandards.Providesfeedbacktoagentsthroughmonthlymeetingstoeffectivelyimprovetheirknowledge,skills,attitudesandoverallpresentation.

• Trackandmonitorstheagents work,namelythefulfillmentofcompanyandclientrequirements, inordertomaximizetheachievementofdailygoals.

• Driveperformanceand culturethroughpositiveexampleandtargetedactions.

• Maintainandenhanceprogramoperationsbymonitoringtheperformanceofdesignatedteams.

• Prepareperformancereportsbycollecting,analysingandsummarizingdataandtrends.

• Provideanalysisandimprovementplansbasedondataandreports.

• Identifyandsolvesproblemsthrough analysingthemaincauses, prepareandfillupactionplans, and mitigatingbusinessrisks

• Managesystemsandimprovesprocessestogetherwitha teamofSupervisorsinagreementwithseniormanagement.

• Investigatenewopportunitiesandalternativemethodstoincreaseteamperformance.

• Interactwithmanagersatdifferentlevelsin theorganization,presentsfindingstostakeholders(vendors) andseniormanagement.

Qualifications:

• 8-10 years of experience in customer operations, contact center, or logistics service environments.

• Minimum 3-5 years of experience managing Team Leads/Supervisors.

• Strong experience owning and driving operational KPIs, SLA performance, and quality metrics at program level.

• Proven experience in performance reporting, data analysis, and presenting insights to stakeholders and senior management.

• Experience leading process improvement initiatives and driving operational excellence.

• Strong root cause analysis and problem-solving capability with structured action planning.

• Experience managing systems, workflows, and operational governance across multiple teams.

• Demonstrated ability to influence stakeholders, vendors, and cross-functional partners.

• Strong project management and business planning skills.

• Advanced MS Excel and reporting skills.

• Fluency in English.

Education/Certificationrequirement:

• Bachelor'sdegreein arelevantfield.

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