Area Manager at OneCart

CORE ACTIVITIES & ACCOUNTABILITIES

• 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 bestpractices 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.

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

Field Training

• To send training report sent to the Training Specialist if conducted the training
• Manage the performance of the field staff
• Train and develop Supervisors, Shoppers and Drivers when required

Recruitment and Workforce planning

• Update report sent, daily, bi-weekly via email to Line Manager.
• Report staff movements and ensure they are tracked and reported weekly to the Line Manager
• Payroll overtime and movement report sent monthly as per deadline dates
• Ensure submission and tracking of Leave

Logistics Administration

• 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

Minimum Academic, Professional Qualifications & Experience required

• Minimum Matric certification
• Higher education in Operations or equivalent
• Ideal candidates have 2-3 years of experience in retail or supply chain operations, project management        and/or customer support.
• Experience in managing a team
• Experience in meeting sales targets
• Proficient in Microsoft Word and Excel.