This opportunity is for a Grade 9 position and is specifically aligned to a permanent night shift role. To effectively manage a team, including managers within assigned departments and/or locations. Ensures that department and/or operational goals are achieved and processes and procedures are completed promptly and consistently. Ensure that all activities are in line with company goals and regulatory requirements. Responsibilities may be within country or across numerous countries.

What you will do

Lead a team of calling agents handling US shipper interactions, ensuring high-quality customer service across all touchpoints.

Monitor and drive team performance against key metrics such as CSAT, QA, AHT, productivity, and SLA adherence.

Provide real-time support to agents on calls, guiding them through queries, complaints, and complex scenarios.

Conduct regular call audits, feedback sessions, and coaching to improve individual and team p...