Night Shift Monitoring Supervisor

Job description

The Night Shift Monitoring Supervisor leads the overnight Command Center monitoring team and is accountable for safe, consistent, and responsive operations throughout the shift. This role directs real-time shipment monitoring, prioritizes alerts, coordinates incident response, and ensures timely escalation of service issues and security events. The supervisor assigns work, maintains shift coverage, coaches team members, confirms adherence to customer requirements and standard operating procedures, and provides a complete handoff to the incoming shift.

When activity or risk levels require it, the supervisor works directly alongside monitoring specialists to protect service continuity and customer confidence. The ideal candidate is a calm, decisive people leader with strong situational awareness, sound judgment, and exceptional attention to detail. The candidate understands logistics operations, shipment-risk monitoring, customer service expectations, and the importance of accurate documentation.

They must be able to interpret multiple data sources, distinguish routine exceptions from urgent events, communicate clearly under pressure, and sustain team focus during overnight hours. Above all, the candidate models Cargo Signal’s culture, maintains high standards of accountability, and develops team members to deliver reliable operational outcomes.

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

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.