CSR - Operations Team Lead (Logistics)

Invision Custom Solutions Inc.

Karachi , Pakistan

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Posted 3 days ago 6 views Report Job

The Operations Team Lead for the Customer Service Representative (CSR) team will play a critical role in overseeing daily team performance, managing operational output, and ensuring smooth communication between front-line agents and upper management. This position requires managing shift activities, monitoring live queues, and delivering comprehensive reports to maintain high service standards. The role operates within a six-day workweek and follows all US/Canada international holidays. Shift options include Morning (08:00 AM - 05:00 PM), Evening (04:00 PM - 01:00 AM), and Night (12:00 AM - 09:00 AM). The work location is in-person in Karachi.

Key Responsibilities:
- Conduct pre-shift readiness checks, ensuring all equipment such as internet connections, backup power systems (UPS/generators), agent headsets, and software platforms (TMS, CRM) are fully operational before the shift begins.
- Manage shift operations including attendance tracking, scheduling, and smooth handovers between shifts.
- Monitor live queues actively to resolve customer queries, dispatch issues, and other operational challenges promptly.
- Compile and deliver End of Shift (EOS) reports, documenting key metrics such as resolved issues, pending deliveries, and any system downtime experienced during the shift.
- Act as the escalation point for handling complex calls, driver disputes, missed pick-ups, and freight rate negotiations.
- Lead and motivate a team of 8-10 agents, ensuring productivity and morale are maintained during high-pressure periods.

Required Qualifications:
- Minimum of 2-3 years’ experience as a Team Lead, Supervisor, or Shift Incharge in a relevant operational environment.
- Proven ability to manage team schedules, attendance, and performance effectively.
- Strong communication skills with excellent spoken and written English, enabling seamless coordination with international teams.
- Experience in handling escalations and operational challenges within a customer service or logistics setting.
- Ability to work across different shifts as required.

Preferred Qualifications and Benefits:
- Prior experience in US/Canada-based Third-Party Logistics (3PL) or freight forwarding operations is highly desirable.
- Exposure to international teams and understanding of cross-border logistics processes will be advantageous.
- Working in a dynamic, fast-paced environment with opportunities to develop leadership and operational management skills.

Candidates will be asked to provide information regarding their current and expected salary, notice period, experience working with international teams, years of supervisory experience in logistics operations, and preferred shift slot during the application process.

This role requires an in-person commitment at the Karachi office and offers a structured work schedule aligned with international holidays and operational demands.