Community Operations Team Lead, Pakistan (Urdu speaker)

Karachi /
Operations & Sales – Community Operations /
FTE
Ready to change the world? We’re reinventing freight and logistics at Trella. We’re a YC-backed technology company and we're looking for the best talent out there to help us build and scale our product offering. We aspire to create a step-change in the industry and we want you to be a part of the journey!

About The Company:
Trella aims to structure and regulate the freight industry with a goal of improving efficiency and reducing waste throughout the entire supply chain. This can only be achieved through building technology to create an interconnected network of carriers and shippers. Through this technology, Trella will improve shipping routes, increase truck utilization and efficiently batch shipments. This will effectively reduce costs throughout the entire supply chain, improving carrier and shipper economics and ensure both ends of the marketplace profitably grow their businesses - creating unprecedented economic opportunities in the logistics space - while reducing environmental waste.

Key Job Purpose:

    • Team Leads are the backbone of our organization, the oil that keeps the machine running smoothly and efficiently; their work, mentality, and people management skills define our service and is a reflection of who we are as a company to our Shippers, Carriers, and business associates.
    • We're looking for an experienced Team Leader who is obsessed with operational efficiency, ready to roll-up her/his sleeves and hustle, while maintaining a people-oriented approach. In this role, you'll mentor and directly lead a team of agents on how to best build Trella’s relationship with it’s community of Shippers and Carriers, support your team’s operational needs to get the best out of them, and guide day-to-day operations of your teams (#setting_up_for_success). This is a great opportunity to be an early joiner to the team and work with a top-notch group of professionals, and learn our business from the ground up.

Roles & Responsibilities:

    • Lead, motivate, and develop high performing teams of Community Operations Representatives within a time-sensitive and demanding environment to deliver on operational key performance indicators.
    • Manage the enforcement of policies, create and distribute reports to stakeholders, provide your leadership team with cadenced reports around your team's performance; crisis manage and escalate to your manager as necessary, and share and escalate business insights to leadership / stakeholders.
    • Be present for your team; this includes being a subject matter expert and guiding them when needed, honoring your 1<>1s, providing constructive feedback, and own their development, to achieve operational excellence.
    • Embed a culture of customer obsession within the team.
    • Maintain overall team healthiness (measured by our manager survey) and engagement.
    • Be in charge of workforce management duties (in collaboration with your CommOps Manager):Shift and holiday planningHelp manage scheduling etc, to ensure our SLAs are metOverseeing attendance and punctuality of team members.
    • Manage, contribute to Community Operations projects in collaboration with your manager, ensure new project launches are smooth and well-thought.

Qualifications:

    • Bachelor's degree.
    • 1-2 years of management experience in operations / customer support.
    • Willingness to work in an operational 24/7 environment.
    • Proven ability to deliver on targets and effectively manage teams through tough situations.
    • Data-driven; ability to convert data into stories and drive improvement projects accordingly.
    • Motivational skills, stress management, structure and organization, and a can-do attitude.
    • Excellent communication skills, and comfortable delivering tough feedback.
Trella aims to structure and regulate the freight industry with a goal of improving efficiency and reducing waste throughout the entire supply chain. This can only be achieved through building technology to create an interconnected network of carriers and shippers. Through this technology, Trella will improve shipping routes, increase truck utilization and efficiently batch shipments. This will effectively reduce costs throughout the entire supply chain, improving carrier and shipper economics and ensure both ends of the marketplace profitably grow their businesses - creating unprecedented economic opportunities in the logistics space - while reducing environmental waste.