Operational Intelligence Supervisor (Gauteng) at Smollan

 Analysis and Reporting

• Own and manage operational data flows across call cycles, workforce scheduling, store visits, and retail execution KPIs.
• Develop, maintain, and validate operational reports and dashboards (e.g. productivity, compliance, visit completion, hours vs workload, share-of-shelf, and execution quality).
• Translate raw operational data into clear insights and recommendations for Operations, Commercial, and Clients.
• Produce client-ready reports and presentations, ensuring accuracy, relevance, and alignment to contractual KPIs and SLAs.
• Identify performance trends, risks, and anomalies and proactively flag improvement opportunities.
• Support ad-hoc analysis requests from senior management and key retail clients.

Maintenance and Supervision of Adherence to Internal Processes and Procedures

• Ensure consistent application of call cycle rules, visit logic, scheduling standards, and workforce automation processes.
• Monitor and enforce data integrity standards, including master data, store lists, employee profiles, and activity configurations.
• Maintain SOPs, process documentation, and governance controls related to operational intelligence systems and reporting.
• Conduct regular process audits and validations to ensure compliance with internal policies and client agreements.
• Identify process gaps and work with systems, operations, and field teams to design, test, and implement improvements.

Operational Supervision and Team Management

• Supervise and support a team responsible for data administration, reporting, call cycle management, and system configuration.
• Allocate work, set priorities, and manage daily task execution to ensure deadlines and service levels are met.
• Coach and upskill team members on data analysis, reporting accuracy, system usage, and retail execution logic.
• Act as the operational escalation point for data, scheduling, reporting, and system-related issues.
• Foster a culture of accountability, continuous improvement, and problem-solving within the team.

Administration

• Maintain accurate operational records, configurations, schedules, and documentation across systems and tools.
• Manage change requests related to call cycles, store coverage, workforce rules, and reporting structures.
• Coordinate with IT, Systems, Finance, HR, and Operations to ensure alignment of data and processes.
• Support system testing, upgrades, and new feature rollouts related to workforce automation and reporting platforms.
• Ensure timely completion of operational deliverables, trackers, and reporting calendars.

Operational Excellence and Customer Satisfaction

• Ensure operational intelligence outputs directly support execution excellence in stores.
• Partner with Operations and Commercial teams to improve service delivery, productivity, and ROI for clients.
• Provide clients with clear, actionable insights rather than raw data, enabling informed decision-making.
• Support client engagements, reviews, and QBRs by explaining data, trends, and improvement actions.
• Drive a mindset where data, automation, and insights actively improve on-the-ground retail performance.

Key Skills and Competencies

• Strong understanding of retail operations, call cycles, workforce deployment, and store execution
• Advanced Excel / Google Sheets skills (formulas, pivots, validation, automation logic)
• Experience in Google App Scrips for task automation
• Experience in Google Looker Stdio for Data Visualisation
• Experience in Google Big Query to to ingest,combine and manage big data sets
• Experience with workforce automation and retail execution platforms (SMART and Pyramid)
• High attention to detail and strong data governance discipline
• Ability to convert complex data into simple, business-focused insights
• Strong communication and stakeholder management skills

Success in This Role Looks Like

• Accurate, trusted data and reporting across all retail operations
• Smoothly run call cycles with minimal exceptions and escalations
• A capable, confident team delivering consistently high-quality outputs
• Clients and operations using insights to improve execution and results

Requirements

• 4-5 years’ experience in a systems/analytical environment. Project Management an advantage||Essential / Minimum|0-5 years|
• Diploma or Degree/NQF level 6 or 7
• Analysis & problem solving
• Leadership skills
• Critical thinking
• Computer literacy - MS office suite, Google Suit of products
• Experience in Google App Scrips for task automation
• Experience in Google Looker Stdio for Data Visualisation
• Experience in Google Big Query to to ingest,combine and manage big data sets
• Communication skills (verbal & written)