Pick-Up Point Experience Team Lead at Pargo

Description

We are looking for a Pickup Point Experience Team Lead to enthusiastically drive the performance of Pargo’s over-the-counter services across the network. This will include working with existing partners and assisting with the onboarding of new partners. In this role you’ll be required to engage with various levels of stakeholders, ensuring the right impression of Pargo is maintained. The pickup-point experience is the core of what makes Pargo, Pargo. All Pargo products and services hinge on the pickup point, therefore driving a world-class experience at the pickup point is of utmost importance.

As a Team Lead it is your responsibility to lead pickup points’ support, action solutions, and unblock inhibitors for Pargo’s collections and returns services. You will be required to manage a team of contract agents to continuously drive in-store compliance by championing omnichannel solutions & implementing pickup-point best practice on the in-store process for all Pargo’s counter product services.

Responsibilities

• Manage a small complement of agents (permanent /contractors)

• Enhance Pargo’s counter services by conducting daily performance calls at the pickup point level. This will include:

  • Training on the instore process for pargo product services

  • Generating continuous buy-in by applying best practice to maximise customer in store.

  • Technical troubleshooting the in-store app, device, and escalate deviations to necessary stakeholders

• Effective partner stakeholder mapping and engagement to drive store compliance, fast path to resolution, and value of service offering

• Set, implement & monitor daily team call targets

• Performance monitoring of contract agents daily/weekly/monthly output

• Develop performance reports for the pickup point network stats as well as agent performance stats

• Plan, execute and monitor Pickup-Point network initiatives that improve the in-store experience in your network

• Develop internal training materials and playbooks on pickup-point and/ or ops processes for contract agents

• Conduct detailed training on Pargo over the counter product services across Independents and Corporate pickup-point providers.

• Generate field intelligence to assist with performance diagnostics, the enhancement of the parcel point experience, and for the building of new product services.

• Work cross-functionally with internal teams at Pargo to troubleshoot partner questions and inquiries

• Champion Pargo’s omnichannel solutions

Requirements

• Tertiary education

• 4-5 years in a sales / customer service / field operations role, preferably 1 -2 years in a management role.

• The ability to plan, track, and manage tasks effectively

• Ability to work under pressure and meet internal targets

• Ability to work well cross functionally

• Entrepreneurial flair

• Ability to work in office and remotely: stable internet access and pc/laptop

Skills

• Strong verbal and written communication skills

• Demonstrate prowess on the phone and generating buy-in

• Effectively using analytics dashboards to be proactive

• Bilingual: English and local language

• Ability to influence and lead the team

• Proficient in Microsoft excel, word/office and comfortable with various digital project management tools (eg: Trello, Slack, Airtable etc)

Benefits

• A competitive remuneration package

• A dynamic office culture with room for creativity and self-expression

• Insights into the operations of a high-growth, innovative start-up company

• A cool office in the trendy Mason’s Press precinct, with a host of perks, such as daily fresh fruit deliveries and ad-hoc yoga sessions

• Team activities such as Friday drinks, sports activities (Cape Town Cycle Tour, Cape Town Marathon), cultural outings, and the Never-Ending Pargo Table Tennis Championship

   

  • Why you should join us

    • Because you’re excited about the digital economy and want to help build the leading logistics platform in Africa to enable Ecommerce growth on the continent

    • Because you’re passionate about an entrepreneurial environment where you are expected to take action and your decisions make a real impact on the long-term strategy and day-to-day operations

    • Because you want to benefit from real rewards, by actively contributing to the performance of a great team, with hard work and exceptional output

    • Because you want to grow in the organisation and develop your career

    Why you should NOT join us

    • Because you’re looking for a position that allows for a 9-to-5 mentality in which you can delegate most of the work to your colleagues

    • Because you only want to be working on the high-level strategic projects and don’t want to get your hands dirty

    Because you’re looking for a static environment where nothing ever changes

• Valuable learning opportunities from seasoned professionals with an entrepreneurial spirit.

  Team & culture

  You’ll be joining a young enthusiastic team of exceptional people, working to become the leading last-mile logistics platform in Africa. We strive to create exceptional output by listening to what our customers need and then taking action. Our ever-changing work environment requires dedication and long, hard, and smart work. We make sure we are having a great time while doing this and exceptional output will lead to real rewards. We celebrate our milestones in and out the office by partaking in different activities lead by our Chief Fun Officer. Activities include evening football games, the Pargo Master Chef lunch competition, daily yoga sessions, music concerts, Friday afternoon drinks, early morning kayaking with dolphins, and entering the Cape Town Marathon.

  Pargo

  Pargo is a smart logistics company that is on a mission to create accessible delivery across Africa and be a key enabler for Ecommerce growth on the continent. We do this by offering omnichannel logistics solutions to solve the challenges of last-mile distribution and make deliveries more accessible, affordable and convenient. We have a tech-enabled network of over 2,500 Pick-up Points (PuPs) and work with leading South African businesse.