Logistics Contact Centre Team Leader

TJX Companies · Watford

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At TJX Europe, every day brings new opportunities for growth, exploration, and achievement. You’ll be part of our vibrant team that embraces diversity, fosters collaboration, and prioritises your development. Whether you’re working in our Distribution Centers, Corporate Offices, or Retail Stores—TK Maxx & Homesense, you’ll find abundant opportunities to learn, thrive, and make an impact. Come join our TJX team—a Fortune 100 company and the world’s leading off-price retailer.

Job Description:

The Logistics Contact Centre (LCC) Team Leader is responsible for leading a team of Analysts to deliver effective query management, administrative support and process-driven logistics activity. The role ensures service levels are achieved, operational priorities are met and continuous improvements are implemented to support the wider Logistics function.

The Team Leader is accountable for team performance, development and engagement, creating an environment where Associates can grow, perform and contribute to business success. The role also partners with key stakeholders across Logistics and third-party providers to support operational priorities and improve service delivery.

Key Responsibilities

• Proactively participate in communication with relevant Logistics teams including 3PLs, BVS and Buying Ops to establish priorities and align our progress on key deliverables.

• Connectivity with relevant document checking teams (Customs and Compliance).

• Lead regular team communications to ensure alignment on priorities, workload and business updates.

• Manage and coordinate daily workflow to ensure service levels, productivity and operational objectives are achieved.

• Ensure the team understands and follows agreed processes, policies and accountabilities.

• Monitor team performance, provide reporting and share insights to support decision-making and continuous improvement.  

• Partner with stakeholders to identify, develop and implement process improvements that enhance service delivery and efficiency.

• Support and contribute to projects aligned to Logistics goals and priorities.

• Promote a collaborative "One LCC" culture across team.  

• Travel to EU offices as required.

Talent and Team Development

• Lead, coach and develop a team of Analysts to achieve individual and team objectives.

• Conduct regular performance reviews, one-to-ones and development discussions.

• Recognise high performance and address performance or behavioural concerns in a timely and constructive manner.

• Support talent reviews, succession planning and workforce planning activities.

• Partner with HR and Logistics leadership on people-related matters as required.

• Lead recruitment, onboarding and integration of Analysts into the team.

• Create an inclusive, engaging and supportive environment where Associates can thrive.

• Ensure each team member has clear objectives and an actionable development plan.

• Manage attendance, holiday planning and resourcing to maintain appropriate operational cover.

Key Skills, Knowledge & Experience

• Experience leading or supervising a team is desirable.

• Knowledge of Logistics or Supply Chain is desirable.

• Experience using ServiceNow, NICE or similar systems is desirable.

• Strong organisational, administrative and prioritisation skills.

• Excellent verbal and written communication skills.

• Strong stakeholder management and relationship-building capability.

• Able to manage multiple priorities in a fast-paced and changing environment.

• Self-motivated, adaptable and reliable.

• Strong attention to detail and problem-solving skills.

• Able to represent the company in a professional manner.

As proud as we are of our past success, it’s our future that excites us most. We strive to provide opportunities for growth, recognition and a competitive salary and benefits package. Share our determination to think bolder and bigger, and be part of our future. We consider all applicants for employment without regard to age, disability, gender, gender reassignment, marriage and civil partnerships, pregnancy and maternity, race, religion or belief and/or sexual orientation.

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