Shift Leader – Calling Team

Shift Leader – Calling Team

Location: Subic
Manpower: 2 (Permanent)
Department: PHIT – Port Handling & Inland Transport
Operation Scope: Port Handling & Inland Transport for U.S. Military Exercises
Work Schedule: Shift-based (Day / Night / Weekend / 24/7 Operations)

Job Description

The purpose of this position is to supervise and control Calling Team Members during assigned shifts, ensuring continuous real-time vehicle tracking and timely escalation of transport-related issues.

The focus of this role is shift-level control, discipline, and execution of real-time transport monitoring to ensure that no vehicle movement is left untracked during the assigned shift.

The definition of success for this role is that all vehicles assigned during the shift are actively tracked, escalated properly when issues occur, and arrive according to the approved schedule with zero loss of operational control.

This position holds full accountability for calling performance, vehicle tracking accuracy, and vehicle status during the assigned shift.

Key Responsibilities

• Supervise Calling Team Members during assigned day, night, or weekend shifts.
• Ensure all vehicles assigned to the shift are actively tracked at all times.
• Monitor calling logs, vehicle status updates, and response times of team members.
• Ensure Calling Team Members continuously follow up on late, stopped, or non-responsive vehicles.
• Act as the first escalation point for vehicle breakdowns, delays, route confusion, or unreachable drivers.
• Coordinate with subcontractors when drivers fail to respond or vehicles experience delays.
• Escalate unresolved or critical issues to the Calling Team Leader immediately.
• Ensure drivers clearly understand destination, route, and arrival requirements.
• Maintain accurate and complete shift handover between outgoing and incoming shifts.
• Enforce discipline, accountability, and standard calling procedures during the shift.

Qualifications & Requirements

• 2 years experience in logistics coordination, dispatch operations, transport control, or call center supervision.
• Experience in military logistics, port handling, or 24/7 operational environments is an advantage.
• Proficiency in English is a must.
• Proficiency in Filipino is required for effective communication with drivers.
• Basic computer skills, including the use of Excel, Google Sheets, and communication tools.
• Willingness to work rotating shifts, including nights and weekends, based on operational requirements.

Skills & Competencies

• Strong leadership ability to control and guide team members during assigned shifts.
• Clear, firm, and persistent communication skills.
• Ability to remain calm and decisive in time-critical situations.
• Fast and practical problem-solving and decision-making skills.
• Strong accountability with full ownership of shift outcomes.

Personal Attributes (Critical)

• Strong sense of control, maintaining full awareness of vehicle status during the shift.
• High discipline in enforcing SOPs and standard calling procedures.
• High reliability, trusted to manage night shifts and mission-critical operations.
• Strong attention to detail to ensure accurate logs, escalation, and shift handovers.

Shift Reporting & Documentation

• Maintain a real-time calling and vehicle tracking shift log.
• Document vehicle breakdowns, delays, non-compliance, and incidents through incident reports.
• Prepare accurate shift handover reports detailing vehicle status for the next shift.
• Provide records and documentation to support operations review and military audit requirements.