OTR Support Team Leader - Remote - #34526 - Remote Eligible

Otr Support Team Leader

Exciting opportunity to join a fast-growing delivery solutions company and work with a diverse team, gain international logistics experience, and grow your career in a dynamic and flexible environment shaping the future of route delivery services.

Our client is a leading logistics and delivery solutions provider based in England, Great Britain, United Kingdom, specializing in efficient route management and end-to-end delivery services. With a strong commitment to reliability, technology-driven operations, and customer satisfaction, the company offers tailored solutions for businesses across various industries.

Their team of dedicated professionals ensures timely and secure deliveries, leveraging innovative systems to optimize routes and enhance operational efficiency.

Focused on growth and excellence, they are recognized for delivering consistent, high-quality service while supporting a dynamic and collaborative work environment.

Overall purpose and responsibilities of the role:

As an OTR Support Team Leader, you are responsible for managing and supporting a team of advisors, handling escalations, driver interactions, safety incidents, and audits. You oversee workload, set goals, monitor performance, ensure operational standards, lead improvement projects, support recruitment and onboarding, and prepare reports with data analysis for management.

Duties and responsibilities:

Line Management:

• Coaching and support a team of 2 or more advisors.
• Carry out performance management.
• Primary point of contact for escalation by the team.
• Facilitate training for the team’s development.
• Involves running handover calls with evening shift staff, conducting team meetings, and serving as the primary point of contact for escalations.
• The team leader will handle approximately 20-30% of driver interactions while supervisors handle the majority of day-to-day communications.
• Driver communication occurs primarily through chat (80-90%) rather than phone calls due to safety policies preventing calls while driving.
• Handling various escalations including job cancellations, lateness reports, schedule changes, driver sick calls, and safety incidents.
• Involved in safety incidents, creating safety reports for client submission and logging information for investigations.
• Managing escalations that supervisors cannot handle independently and providing guidance on complex issues.
• Involved in collecting driving hours information for audits scheduled in September or October.

Office Support/Administration:

• Be a champion for standardization of operational processes.
• Review existing Ops SOP/User Guide and create new ones.
• Be the document control owner for Operational SOPs.
• Supervise the team on daily administrative tasks.

Workload Management:

• Ability to set personal workplace goals at least a month in advance.
• Ability to cascade monthly goals into weeks and daily deliverables.
• Ability to review teams performance – daily, weekly and monthly.

Change Management:

• Ability to lead small improvement projects from start to finish.
• Ability to liaise with project stakeholders to resolve issues.

Recruitment:

• Ability to identify workforce gaps and make plans to resource the team.
• Ability to perform candidate screening and eventually interview them.
• Ability to carry out new starter induction.

Management Reports:

• Ability to create reports in presentation formats – MS PowerPoint, Excel and Word.
• Ability to run meetings with clear agenda.
• Ability to perform data analysis into root causes.