Supervisor, GIG Workforce & Training

JOB SUMMARY

This role is responsible for overseeing the day-to-day management, productivity, and accountability of GIG workers while also serving as a trainer and operational lead within the buffer pool. The position ensures a clear understanding of weekly hours planned, timing of work, and output expectations, with direct oversight of release summaries and release production in relation to billed hours. In tandem, the role supports workforce flexibility, operational readiness, and training effectiveness by delivering hands-on development, structured onboarding, and practical skill-building aligned to real operational needs.

KEY DUTIES & RESPONSIBILITIES

• Manage GIG workers by establishing clear expectations for weekly hours, planned work schedules, and availability.
• Monitor billed hours against operational output, specifically release summaries and release production, and address variances in performance or productivity.
• Track and report on worker productivity, utilization, and output to ensure alignment between time billed and work completed.
• Follow up on barriers impacting performance, including system issues, process gaps, training needs, or workload-related challenges.
• Provide direct coaching, performance guidance, and day-to-day direction to GIG workers to improve consistency, accountability, and results.
• Act as a trainer within the buffer pool, delivering operationally focused, hands-on training beyond system-based learning.
• Support onboarding of new hires and transitioning employees through a structured development process that bridges training to production readiness.
• Build practical competencies through applied learning, coaching, observation, and reinforcement before independent floor assignment.
• Standardize training approaches to improve speed to competency, quality, and consistency across teams.
• Deploy experienced buffer pool resources into teams or queues experiencing workload spikes, backlogs, or service pressure.
• Support service delivery by protecting SLAs, reducing queue overflow, and improving workforce flexibility without adding permanent headcount.
• Provide dedicated training support for regulatory change, ensuring operational teams receive deeper instruction and guided adoption beyond standard rollout methods.
• Partner with operations leaders to identify training gaps, workload trends, and development priorities across the broader team.
• Reinforce leadership’s commitment to operational resilience, capacity management, and continuous improvement through practical support and field-based development.
• Perform other related duties as assigned by management.
• Adhere to established policies and procedures.

KNOWLEDGE & SKILLS

To perform this job successfully, the person must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable a person with disabilities to perform the essential functions.

• Experience identifying training gaps, reinforcing applied learning, and building readiness beyond system-based training.
• Supervisory experience in customs brokerage, trade operations, logistics, or a high-volume service environment is considered a strong asset.
• Strong problem-solving and follow-up skills, with the ability to identify barriers impacting productivity and translate findings into practical actions.
• Ability to work cross-functionally with operations leaders to support workload balancing, service levels, and regulatory readiness.

WORK EXPERIENCE – MINIMUM REQUIRED

EDUCATION

CERTIFICATIONS DESCRIPTION

Bachelor’s degree in Business, Operations, Supply Chain, Training and Development, or a related field, or equivalent combination of education and operational experience.

Licensed Customs Broker and Certified Customs Specialist (CCS) designation strongly preferred.

COMPETENCIES