TQL

About the role:

The Logistics Support Supervisor is responsible for the strategic oversight, real-time shift management, and overall performance of a high-volume logistics support service center shift. This position directly supervises 2+ Team Leads and maintains indirect accountability for 30+ full-time agents.

Serving as the shift’s primary operational leader, this role maintains continuous visibility over live service queues, dynamically shifting staff allocations and managing coverage intervals to protect real-time service levels. Beyond live floor execution, the Supervisor owns shift-wide succession planning, actively profiling and developing high-potential staff to accelerate employee career progression. Supervisors are accountable for optimizing departmental efficiency and executing cross-functional business strategies.

What’s in it for you:

• Competitive compensation
• Comprehensive benefits package
  • Health, dental and vision coverage
  • 401(k) with company match
  • Perks including tuition and training reimbursement, employee discounts, and financial wellness planning
• Advancement opportunities with structured career paths 
• Employee referral bonus opportunities
• Certified Great Place to Work with 900+ lifetime workplace award wins

What you’ll be doing:

• Lead the operational performance of the department, monitoring multi-team queue activity (inbound, outbound, and digital workflows) and executing real-time strategic adjustments to meet departmental service level goals
• Coach, develop, and manage Team Leads; ensure they are effectively driving frontline accountability, enforcing performance standards, and executing agent-level skill growth
• Review and analyze department-wide performance metrics (QA accuracy, productivity, abandon rates, service levels) to implement high-level adjustments and improve overall carrier experience
• Review business cases compiled by Team Leads and provide final administrative sign-off and approval for all hires, terminations, formal performance evaluations, and disciplinary actions
• Partner strategically with Sales, Quality, Training, and Executive Leadership to resolve systemic operational issues, standardize organizational best practices, and improve workflows
• Track big-picture performance trends, recommend, and implement scalable process improvements to enhance reliability and minimize operational frictions
• Own shift-capacity planning; analyze volume forecasts and attrition data to project future staffing needs and submit formal headcount recommendations
• Serve as the final authority for high-level customer, carrier, or operational escalations that bypass the Team Lead level, using data and standard operating procedures (SOPs) to prevent repeat system issues
• Primary incident coordinator during major system outages, severe weather events, or critical service disruptions, coordinating directly with IT to restore operational stability
• Enforce total compliance across all teams regarding corporate policies, internal standard operating procedures, and strict transportation/logistics industry regulations

What you need: 

• 1+ years of leadership experience in a fast-paced customer service industry required
• Ability to work 11pm – 7am
• Proven experience managing front-line leaders or large teams highly preferred
• Bachelor’s degree in business, supply chain, or related field preferred
• Ability to manage, mentor, and track the professional growth of front-line leaders
• Ability to prioritize requests and handle changing priorities seamlessly
• High level of professionalism working with many levels of the organization
• Excellent organizational skills with keen attention to detail

Where you'll be: 6010 Exchange Parkway, San Antonio, Texas 78238

Employment visa sponsorship is unavailable for this position. Applicants requiring employment visa sponsorship now or in the future (e.g., F-1 STEM OPT, H-1B, TN, J1 etc.) will not be considered.