Supervisor - Team Lead

About the role

We're looking for a hands-on Supervisor to lead a small team of dispatchers from the floor. This is a working lead role: you'll handle live operations alongside your team while guiding, monitoring, and coaching them day to day. You'll be the Operations Manager's eyes and ears on the floor, flagging issues early and helping keep standards consistent.

Key responsibilities

• Lead a team of dispatchers on the floor while actively handling dispatch work yourself
• Monitor real-time performance, attendance, and adherence to targets, stepping in to help when the team falls behind
• Provide day-to-day guidance and on-the-spot coaching, and support formal coaching sessions led by the Operations Manager
• Serve as the first point of contact for team questions and floor issues, escalating policy violations and operational problems to the Operations Manager with clear documentation
• Help new hires get up to speed through shadowing and floor support
• Track and report daily/weekly metrics (attendance, productivity, quality) to the Operations Manager
• Keep accurate notes on incidents and coaching conversations to support the Operations Manager's decisions
• Help coordinate shift coverage when team members are absent
• Model the standards you expect from the team and build a positive, accountable culture

About you

• At least 1–2 years of experience as a Team Leader, Senior Agent, SME, or in a similar role where you guided or trained peers
• Experience in BPO, contact center, or dispatch/logistics operations preferred
• Strong communication and coaching skills; comfortable giving direct feedback to peers
• Organized and consistent with documentation
• Willing to work shifting schedules, including graveyard shifts, weekends, and holidays
• Willing and able to work 100% onsite in Eastwood City, Quezon City

About us

We're a growing logistics support company serving US-based clients, with a fast-paced, hands-on team based in Eastwood City.

Benefits

• Government-mandated benefits (SSS, PhilHealth, Pag-IBIG) and full statutory compliance
• HMO coverage
• Paid leaves
• Night differential pay