TQL

About the role:

As a Logistics Support Supervisor, you oversee the real-time performance and operational execution of a high-volume after-hours service center that supports TQL’s carriers and sales teams nationwide. You are accountable for driving service levels, ensuring process accuracy, improving workflow efficiency, and developing the leaders who manage agent performance on your shift.

In this role, you will analyze performance data, adjust operational strategy in real time, and ensure issues are resolved with a focus on quality, speed, and carrier satisfaction. You will coach and develop future leaders, support internal teams through cross-functional problem solving, and continuously refine procedures to create a reliable, scalable, and high-performing operation.

What’s in it for you:

• Competitive salary with aggressive bonus and long-term incentive plans
• Upward and lateral mobility opportunities with structured career paths
• Comprehensive benefits package
  • Health, dental and vision coverage
  • 401(k) with company match
  • Perks including employee discounts, financial wellness planning, tuition reimbursement and more
• Certified Great Place to Work with 800+ lifetime workplace award wins

What you’ll be doing:

• Lead the operational performance of your shift, monitoring queue activity like inbound, outbound and digital workflows and making real-time adjustments to meet service level goals
• Coach and develop team leads and future leaders, ensuring they drive accountability, performance standards, and skill growth for their teams
• Review performance metrics like QA accuracy, productivity, service levels and abandon rate and implement actions to improve quality, efficiency and carrier experience
• Resolve escalated service issues quickly and accurately using data and SOPs to prevent repeat issues and improve process reliability
• Ensure all system actions, documentation, and EDI/website updates are completed correctly and on time, maintaining high accuracy standards for customers and carriers
• Partner cross-functionally with Sales, Quality, Training and Leadership to resolve operational issues, improve workflows and standardize best practices
• Conduct performance reviews, coaching conversations, corrective actions and recognition in alignment with departmental standards
• Identify trends and recommend process improvements, contributing to more scalable and consistent operational support
• Support recruiting efforts by referring strong candidates and helping develop a successful onboarding experience

What you need: 

• 1+ year of leadership experience in a fast-paced customer service industry
• Excellent management and leadership skills and a superior work ethic
• Ability to prioritize requests and handle changing priorities seamlessly
• High level of professionalism working with many levels of the organization
• Good telephone and communication skills with strength in providing excellent customer service
• Excellent organizational skills with keen attention to detail
• Ability to work independently with a nationwide team  

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.