Senior Team Lead

About the role

The Senior Team Lead will build, supervise, train and manage an offshore team that provides shared‑services support across billing, collections, document processing and customer service. The role ensures consistent execution of processes, drives quality and productivity, and acts as the main liaison between the offshore staff and on‑site leadership.

Key responsibilities

• Select offshore staff in partnership with company leadership.
• Onboard, train and coach team members, creating training plans and conducting competency checks.
• Supervise daily workflow, schedules and coverage across time zones, assign work and monitor queues to meet service‑level expectations.
• Develop and maintain standard operating procedures, documentation and process controls.
• Perform quality‑assurance reviews of invoicing, collections and adjustments, resolving discrepancies.
• Manage performance through goal setting, coaching, corrective actions and periodic evaluations.
• Serve as primary liaison between on‑site leadership and offshore staff, facilitating communication and issue resolution.
• Track and report operational metrics such as accuracy, cycle time, backlog and collections activity, recommending improvements.

Required profile

• Associate’s or Bachelor’s degree in Business, Accounting, Finance, Operations or related field (or equivalent experience).
• At least 3 years of management experience in logistics.
• Proven experience creating SOPs, training materials and process controls.
• Understanding of service‑level metrics and continuous‑improvement methods.
• Excellent verbal and written communication skills.
• Drayage experience preferred.

Required skills