Team Lead – Call Center

About the role

We are seeking a Team Lead to support and oversee a small team of 2–4 representatives for a U.S.-based transportation technology company that provides ELD, telematics, GPS tracking, and track‑and‑trace solutions. The role involves managing daily operations, handling escalated calls and cases, monitoring performance, and ensuring customers receive timely, professional assistance.

Key responsibilities

• Lead and support a team of 2–4 representatives, monitoring attendance, productivity, and overall performance.
• Assist agents with escalated calls, customer concerns, and difficult cases, and help manage inbound calls and Salesforce cases.
• Provide coaching, feedback, and guidance, ensuring cases are properly documented and resolved promptly.
• Communicate team updates, recurring issues, and operational concerns to management and ensure adherence to company and client procedures.

Required profile

• Previous call‑center or customer‑service experience, preferably in a Team Lead or senior role.
• Experience in the freight, trucking, logistics, or transportation industry.
• Strong English communication skills, both verbal and written.
• Comfortable working with computers, CRM systems, and learning new technology.
• Good leadership, organization, and problem‑solving abilities.

Required skills

• Salesforce
• ELD systems
• Telematics platforms
• GPS tracking
• Track‑and‑trace solutions