Team Lead, Operations

About this role

Team leads are the reason our model works. You are on the floor with your team for the whole shift, not managing from a distance. You own one client relationship operationally: their SOP, their escalation rules, their shift report and the quality of what leaves your desk.

What you will do

• Assign and balance work across your desk through the shift
• Coach associates and correct errors as they happen, not at review time
• Handle escalations and decide what warrants waking the client's on-call
• Write the end-of-shift report the client reads each morning
• Work with the QA reviewer on findings and retraining
• Keep the client's SOP current as their process changes

What we are looking for

• At least 2 years in an operations, BPO or shared-services role
• Experience supervising a small team, formally or informally
• Confident written and spoken English
• Sound judgement under time pressure
• Available for night shifts

Helpful, but not required

• Freight, logistics or supply chain experience
• Experience owning a client relationship
• Familiarity with TMS software

What you get

• Paid Freight Academy plus leadership training
• Night-shift allowance on top of base pay
• Safe door-to-door transport and a meal on every night shift
• Direct working relationship with international clients
• Route to Operations Manager as we grow

Where and when

This role is based at our supervised office in Pokhara. Client work cannot be done from home, so you will need to be in Pokhara or willing to move here.