Driver Operations Team Lead – High-Volume Logistics & KPIs

BCA; Corby; On-site; GBP 22,000 - 26,000; Full time

Job summary

BCA is seeking an Operations Team Leader to head one of four Operational Circuit Teams within its UK logistics coordination network. You will spearhead high-volume driver calls, optimise call performance, and drive service levels across the team.

The role emphasizes people leadership, analytical insight, and a target-driven culture in a fast-paced logistics environment, with Corby-based duties and occasional travel.

Qualifications

• Demonstrable experience managing a high-volume contact or call centre operation.
• A results-oriented leader with a proven track record of improving call performance metrics, team engagement, and service standards.
• Strong analytical skills to interpret data, identify trends, and implement performance-driving actions.

Responsibilities

• Lead a high-performing team within a logistics coordination environment, operating as a contact centre handling a high volume of inbound driver calls daily.
• Drive improvements in key call centre metrics such as average wait time, call abandonment rates, first-call resolution, and overall service levels.
• Monitor real-time performance and coach team members to ensure consistent achievement of individual and team KPIs.
• Utilise workforce management tools and systems to forecast demand and schedule team resource effectively.

Skills

People leadership

Call centre operations

Performance coaching

Job description

BCA is seeking an Operations Team Leader to head one of four Operational Circuit Teams within its UK logistics coordination network. You will spearhead high-volume driver calls, optimise call performance, and drive service levels across the team.

The role emphasizes people leadership, analytical insight, and a target-driven culture in a fast-paced logistics environment, with Corby-based duties and occasional travel.