Team Leader – International Freight & Logistics Account
Join Our Team at Lean Solutions Group (LSG)!
Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. Built in the demanding Supply Chain sector, our model now supports 600+ clients across multiple industries, powered by 10,000+ employees in five countries.We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams.
At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose.
Our Mission: Transform business challenges into lasting success through purpose-built teams, technology, and expertise.Our Vision: A world where people, empowered by technology, turn any challenge into a catalyst for growth.
About the Role
As an Operations Team Lead, you will direct and mentor a high-performing team of Logistics Support Specialists handling global supply chain, dispatch, and customer touchpoints. You will drive daily floor operational efficiency, manage strict SLAs/KPIs, handle high-level escalations, and foster a high-accountability team culture.
Key Responsibilities
People Leadership & Floor Management- Team Guidance: Lead, mentor, and motivate a team of specialists handling real-time shipment tracking, carrier communications, and customer channels (Voice, Email, Chat).
- Metric Ownership: Drive daily operations to hit key metrics, including On-Time Delivery (OTD), SLAs, Average Handle Time (AHT), and First-Contact Resolution (FCR).
- Coaching & Growth: Conduct regular 1-on-1s, performance reviews, and targeted coaching to elevate floor capability and support individual career growth.
- Exception Handling: Serve as the primary point of contact for complex logistics delays, claims, customs issues, and critical shipment escalations.
- Queue & Shift Management: Monitor daily task distribution, floor coverage, and real-time queue balances to adapt to volume spikes.
- Cross-Functional Collaboration: Partner with QA, Training, WFM, and client-side transport/warehouse managers to maintain global logistics standards.
- Data-Driven Performance: Analyze operational dashboards and shipment logs to identify bottleneck trends and apply proactive solutions.
- Process Compliance: Enforce strict adherence to global trade/shipping compliance, client SOPs, and data security standards.
- Nesting & Engagement: Facilitate seamless onboarding and nesting transitions for new hires while driving retention initiatives.
- Experience: Minimum 1–2 years as a Team Leader or Supervisor in a BPO, Shared Services, or 3PL environment.
- Logistics Background: Solid exposure to logistics workflows (e.g., freight forwarding, last-mile delivery, supply chain, tracking tools, or dispatch).
- Metrics-Driven: Proven track record of managing frontline BPO teams to achieve strict SLA, KPI, and CSAT targets.
- Communication: Excellent written and verbal English communication skills for client escalations and cross-border interaction.
- Tech Proficiency: Hands-on experience with CRM/ticketing platforms (Zendesk, Salesforce) and logistics operational dashboards.
- Shift Flexibility: Willingness to work flexible or night shifts to support international logistics operations.