Team Lead – Carrier and Brokers Support

2–4 years of experience in operations, customer support, logistics, or a related field.
Experience directly managing or mentoring team members, ideally in a BPO or frontline support setting.
Strong communication skills, with the ability to provide clear, actionable feedback and escalate issues as needed.
High attention to detail, strong organizational skills, and a bias toward action and ownership.
Comfortable using tools and metrics to track performance and identify areas for improvement.

Lead and manage a team of BPO contractors handling driver and broker support tasks across live operations, including load booking, tracking, communication, and issue resolution.
Serve as the subject matter expert for your team’s domain.
Monitor day-to-day performance, ensuring team members are meeting service level expectations and adhering to operational workflows.
Provide regular coaching, feedback, and support to help agents improve the quality, accuracy, and efficiency of their work.
Review tickets, calls, and chats to assess quality and identify opportunities for improvement.
Serve as the first line of escalation for operational or customer issues, working with internal teams to drive timely resolution.
Help identify and implement improvements to workflows, documentation, and training to strengthen team performance.