Area Manager - Durban at OneCart

Duties and responsibilities

• Manage collaborative and cohesive relationships between internal and external customers.
• To provide resources to ensure employees can adequately perform their roles (e.g., uniforms, shopper cards, marketing material).
• To coach and motivate employees to achieve sales results and operational metrics
• To lead and manage a team of Supervisors, Shoppers, and Drivers to ensure daily flawless service delivery to our customers.
• To own efficiency and quality metrics.
• Help to drive regional growth through launching new coverage areas and shopper onboarding.
• Problem-solve and troubleshoot daily operational issues, approaching all facets with an analytical, data-driven mindset.
• Initiate and lead processes to ensure qualified applicants join our Shopper and Driver teams.
• Ensure continuous compliance on Supervisors, Shoppers, and Drivers
• Support the Head Office Operations Managers on special projects for continued operating efficiency and growth.
• Provide an operational perspective to teams at HQ, including Logistics and Community Operations to ensure best practices and protocols.
• Daily management of Supervisors, Shoppers, and Drivers to ensure all teams are working optimally to reach their KPI’s, specifically related to on-time fulfilment.
• Demonstrate consistent application of internal procedures.
• To implement and anticipate the change management process.
• Demonstrate flexibility in balancing the achievement of own objectives with abilities to understand and respond to organisational needs.

Staff Management

• Allocate schedules to all staff to ensure proper, efficient, and effective management of the store orders.
• Conduct regular staff meetings with the team to improve motivation and communication.
• Ensure that all staff report to work on time at all times.
• To facilitate training and coaching for staff members who generally lack service delivery.
• Ensure staff members resolve queries. Facilitate and manage queries submitted to head office timeously.
• Identify training needs initiate suitable training to better staff knowledge in their environment.

Complaints Management

• Assist and attend to escalated Supervisor, Shopper, and Driver queries.
• Resolves escalated customer complaints.
• Provide constant feedback to the National Operations Manager on unresolved customer queries.
• Investigate and respond to escalated queries and ensure they are timeously resolved.
• Foresees potential problems before they occur and takes action to prevent them from occurring.
• Consults widely with people inside and outside own region to solve problems.

Report

• To provide weekly feedback on staff performance levels.
• To provide reporting and associated performance insights on a daily, weekly, and monthly basis
• Ensures accuracy of reporting
• Ensures real-time reporting is always available and visible.
• Reports are accurate and timeously submitted to relevant parties.
• Advise and check weekly reports for complaints, downtime reports, store productivity.

Working conditions

• Daily call log at 9 am with Line Manager.
• Daily and weekly KPI reporting.
• Ensures accuracy of reporting.
• Ensures real-time reporting is always available and visible.
• Reports are accurate and timeously submitted to relevant parties.
• Working conditions cover various circumstances, from regular evening and weekend work, public holidays shift work, working outdoors and working with challenging clients.
• Travel to different stores within your portfolio