Night Shift Monitoring Supervisor

Shift Leadership & Team Development

• Shift Direction: Lead the night shift, set priorities at the start of the shift, assign monitoring responsibilities, and adjust coverage as shipment activity and risk levels change.
• Team Engagement: Maintain a focused, respectful, and inclusive overnight work environment that supports accountability, collaboration, and employee well-being.
• Issue Documentation: Accurately document attendance, conduct, performance, and operational concerns and coordinate follow-up with Command Center management when required.
• Escalation Leadership: Serve as the first point of supervisory escalation during the night shift and engage on-call leadership or other stakeholders according to established protocols.

Monitoring Operations & Incident Response

• Real-Time Monitoring: Oversee active shipment monitoring and ensure alerts, exceptions, and customer-specific requirements are reviewed and acted upon within established response times.
• Incident Triage: Assess potential theft, route deviation, prolonged stop, sensor, geofence, temperature, connectivity, and other operational exceptions; determine urgency and direct the appropriate response.
• Critical Escalations: Coordinate notifications to customers, service providers, security contacts, branches, and on-call leaders in accordance with escalation procedures.
• Operational Support: Work directly in monitoring queues during high-volume periods, critical incidents, or staffing shortages to maintain service continuity.
• Quality Control: Review monitoring actions, case notes, communications, and closure decisions for accuracy, completeness, timeliness, and compliance.
• System Oversight: Monitor the availability and effective use of Cargo Signal systems, Microsoft tools, communication channels, and customer platforms; report or escalate outages promptly.

Shift Execution & Continuous Improvement

• Workload Prioritization: Balance customer commitments, shipment risk, alert severity, and available staffing to direct the team’s work throughout the shift.
• Procedure Compliance: Ensure the team follows customer playbooks, standard operating procedures, communication standards, data-handling requirements, and internal policies.
• Shift Reporting: Prepare concise and accurate summaries of critical events, open risks, unresolved alerts, staffing issues, system problems, and required follow-up.
• Shift Handoff: Conduct a structured handoff to the incoming supervisor or lead, clearly transferring ownership of active incidents, high-risk shipments, and pending actions.
• Root-Cause Review: Identify recurring errors, missed alerts, process gaps, and avoidable escalation delays; recommend corrective actions to Command Center management.
• Process Improvement: Contribute practical ideas that improve monitoring quality, response time, documentation, customer experience, and overnight team efficiency.
• Readiness: Keep current on customer requirements, active risk conditions, procedural updates, and lessons learned from recent incidents.

Qualifications

• Personal and professional alignment with Cargo Signal culture and critical success factors.
• Demonstrated experience leading or coordinating an operations, monitoring, security, logistics, or customer service team.
• Ability to work a consistent night-shift schedule, including weekends and holidays as assigned.
• Strong judgment and composure when responding to urgent, ambiguous, or high-impact situations.
• Exceptional attention to detail and the ability to manage multiple alerts, shipments, and communication channels simultaneously.
• Clear verbal and written communication skills, including concise incident documentation and shift handoffs.
• Proven customer service skills and the ability to coordinate effectively with internal teams, customers, and external service providers.
• Experience with logistics, shipment visibility, security monitoring, or business operations preferred.
• Working proficiency with Microsoft 365 applications and the ability to learn monitoring and customer platforms quickly.
• Strong coaching, organization, problem-solving, and accountability skills.

What We Offer

• A stable and professional working environment aligned with international standards
• Clear role definition and structured onboarding
• Exposure to reputable clients and cross-functional collaboration
• Opportunities for long-term career development in account management
• Competitive compensation package aligned with market standard