Logistics Support Supervisor - 2nd Shift

TQL•Cincinnati, OH

11d•Onsite

About The Position

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 80+ 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.

Requirements

1+ years of leadership experience in a fast-paced customer service industry required
Ability to work 5:00pm – 1:00am
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

Nice To Haves

Proven experience managing front-line leaders or large teams highly preferred
Bachelor’s degree in business, supply chain, or related field preferred

Responsibilities

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