OneCart is South Africa's premier on-demand smart technology platform that connects multiple retailers to the consumer on one platform. The retailers displayed are based on the consumers geographical location, and the platform allows customers to shop for household items such as groceries and fast moving consumer goods, from multiple national retailer...
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Workforce Scheduling
- Ensure the Customer Experience teams are adequately resourced to achieve targets and service levels through planning, rostering, and real-time management of resources.
- Strive to achieve industry-leading contact centre performance and support the consistent achievement of individual and team key performance indicators (KPIs) through effective workforce planning and resource scheduling.
- Identify and manage issues and gaps in resourcing, and support ongoing operational efficiencies and improvements.
- Ensure schedules are optimised and cover all communication channels (calls, emails).
- Initiate and drive continuous improvement of rostering process through data analyses and reporting to Customer Centre Managers.
- Seek ways to enhance operational efficiencies through effective workforce planning.
- Completes Agents' schedules within agreed timeframes and in line with volumes, Average Handling Time and shrinkage forecasts
- Administration of extra time as governed by the scheduling process
- Maintain a sound knowledge of industry workforce planning contact centre developments, including worldwide best practices, new process/system developments, staff engagement and new products and software
- Ensure the Customer Experience teams are adequately resourced to achieve targets and service levels through planning, rostering, and real-time management of resources.
- Strive to achieve industry leading contact centre performance and support the consistent achievement of individual and team key performance indicators (KPIs) through effective workforce planning and resource scheduling.
- Identify and manage issues and gaps in resourcing, and support ongoing operational efficiencies and improvements.
- Ensure schedules are optimised and cover all communication channels (calls, emails).
- Initiate and drive continuous improvement of rostering process through data analyses and reporting to Customer Centre Managers.
- Seek ways to enhance operational efficiencies through effective workforce planning.
- Completes Agents schedules within agreed timeframes and in line with volumes, Average Handling Time and shrinkage forecasts
- Planned attrition to be loaded 3 weeks advanced schedule (coaching, meeting, huddles, training)
- Use peak and volume data according to trend
- Be able to advise the operational team of any changes in the shrinkage used for planning purposes. Ie. Increasing or reducing shrink, depending on the peak and trough weeks.
Reporting
- Ensures accuracy of exception capturing and real time reporting
- Review adherence and attrition are reported daily, weekly, and monthly.
- A rolling 1 month leave planning forecast
- Monthly sign off variable document
- Provides relevant Workforce Management reports as per operational requirements
Effective teamwork and Self –Management
- Maintain a positive attitude
- Take ownership of driving your career development (skills and knowledge)
- Plan and priorities, demonstrating abilities to manage competing demands to achieve agreed deliverables
- Communicate effectively, maintain relationships
- Follow any lawful and reasonable instruction from your line manager
- Act as part of the Workforce team by assisting other members of the team to achieve common goals
- Consistently live and be an example of the Company's values
- Timely reporting of all instances of suspected or proven fraud via the appropriate reporting channel
- Adherence to the company policies and associated company policies and procedures
Minimum Academic, Professional Qualifications & Experience required for this position
- Relevant Qualification
- 2-3 years experience working in workforce planning
- Experience using software to build and maintain complex forecasting models.
- Proficient with Microsoft Office Suite or related software
go to method of application »
Duties and responsibilities
- Lead and supervise a team of Shoppers and Drivers to ensure flawless service delivery to our customers daily
- Spot check: Uniform, Orders, staff attendance, process and procedures
- Reporting: Adherence and staff attendance
- Problem-solve and troubleshoot daily operational issues, approaching all facets with an analytical, problem-solving mindset.
- Support the team on special projects for continued operating efficiency and growth.
- Provide an operational perspective on Logistics to ensure best practices and protocols.
- Daily management of Shoppers and Drivers to ensure optimal effective teamwork to reach their KPI’s, specifically related to on-time fulfilment. Daily and weekly KPI reporting.
- Train and develop shoppers.
- Demonstrate consistent application of internal procedures.
- Demonstrate flexibility in balancing the achievement of own objectives with abilities to understand and respond to organizational 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 shopper and driver queries
- Resolves escalated customer complaints
- Provide constant feedback to the Area Manager on unresolved customer queries
- Investigate and respond to shopper queries.
- Foresees potential problems before they occur and takes action to prevent them from occurring
- Consults widely with people inside and outside own Branch 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
Qualifications requirements
The following requirements are necessary:
- Be eligible to work in South Africa.
- A valid South African driver's license or a valid South African Professional driving permit (PrDP)
- Clean driving record.
- Must have your own vehicle or motorbike (registration documents to be verified)
- Must have access to a recent smartphone (iPhone 5 / Android 4.4 or newer) for the delivery app and GPS
- 2-3 years Team Leader experience
go to method of application »
Duties and Responsibilities :
- Helping customers make the best possible purchases by providing advice, guidance, and excellent customer service.
- Supporting customers by fulfilling placed orders and making payments in person.
- Responding promptly and effectively to customers' complaints and requests.
- Advising customers on suitable substitutes for dated, discontinued, or unavailable products.
- Reporting customer issues, supply shortages, and inferior products to Management immediately.
- Engaging with customers and ensuring any special instructions given by the customer are followed.
- Ensuring that orders are accurately selected, scanned, and packed.
- Assisting with order collection, packaging, loading, and payment, where required.
- Keeping track of product offerings and availability.
- Collaborating with store departments to ensure efficient service delivery.
- Consistently manage own priorities to achieve all deliverables.
- Follow any lawful and reasonable instructions from your supervisor.
- Act as part of the team and always assist other members of the team in achieving common goals.
- Consistently live and be an example of the Company values
- You MUST be 18 – 37. MUST have matric. Be able to communicate in English. Send the following documents:
- CV
- Matric/ Qualification Certificate (Recently Certified)
- ID (Recently Certified)
- Proof of your Banking details (Not less than 3 months)
- Proof of Tax (SARS letter)
go to method of application »
Duties and Responsibilities :
- Helping customers make the best possible purchases by providing advice, guidance, and excellent customer service.
- Supporting customers by fulfilling placed orders and making payments in person.
- Responding promptly and effectively to customers' complaints and requests.
- Advising customers on suitable substitutes for dated, discontinued, or unavailable products.
- Reporting customer issues, supply shortages, and inferior products to Management immediately.
- Engaging with customers and ensuring any special instructions given by the customer are followed.
- Ensuring that orders are accurately selected, scanned, and packed.
- Assisting with order collection, packaging, loading, and payment, where required.
- Keeping track of product offerings and availability.
- Collaborating with store departments to ensure efficient service delivery.
- Consistently manage own priorities to achieve all deliverables.
- Follow any lawful and reasonable instructions from your supervisor.
- Act as part of the team and always assist other members of the team in achieving common goals.
- Consistently live and be an example of the Company values
- You MUST be 18 – 37. MUST have matric. Be able to communicate in English. Send the following documents:
- CV
- Matric/ Qualification Certificate (Recently Certified)
- ID (Recently Certified)
- Proof of your Banking details (Not less than 3 months)
- Proof of Tax (SARS letter)
go to method of application »
Duties and Responsibilities :
- Helping customers make the best possible purchases by providing advice, guidance, and excellent customer service.
- Supporting customers by fulfilling placed orders and making payments in person.
- Responding promptly and effectively to customers' complaints and requests.
- Advising customers on suitable substitutes for dated, discontinued, or unavailable products.
- Reporting customer issues, supply shortages, and inferior products to Management immediately.
- Engaging with customers and ensuring any special instructions given by the customer are followed.
- Ensuring that orders are accurately selected, scanned, and packed.
- Assisting with order collection, packaging, loading, and payment, where required.
- Keeping track of product offerings and availability.
- Collaborating with store departments to ensure efficient service delivery.
- Consistently manage own priorities to achieve all deliverables.
- Follow any lawful and reasonable instructions from your supervisor.
- Act as part of the team and always assist other members of the team in achieving common goals.
- Consistently live and be an example of the Company values
- You MUST be 18 – 37. MUST have matric. Be able to communicate in English. Send the following documents:
- CV
- Matric/ Qualification Certificate (Recently Certified)
- ID (Recently Certified)
- Proof of your Banking details (Not less than 3 months)
- Proof of Tax (SARS letter)
go to method of application »
Job purpose
- To effectively coach and lead their team in achieving the agreed goals by developing the necessary skills of each team member in achieving the required results.
- Developing and managing team performance, offering feedback and demonstrating the desired skills and expected work ethic
Duties and responsibilities
- Lead and supervise a team of Shoppers and Drivers to ensure flawless service delivery to our customers daily
- Spot check: Uniform, Orders, staff attendance, process and procedures
- Reporting: Adherence and staff attendance
- Problem-solve and troubleshoot daily operational issues, approaching all facets with an analytical, problem-solving mindset.
- Support the team on special projects for continued operating efficiency and growth.
- Provide an operational perspective on Logistics to ensure best practices and protocols.
- Daily management of Shoppers and Drivers to ensure optimal effective teamwork to reach their KPI’s, specifically related to on-time fulfilment. Daily and weekly KPI reporting.
- Train and develop shoppers.
- Demonstrate consistent application of internal procedures.
- Demonstrate flexibility in balancing the achievement of own objectives with abilities to understand and respond to organizational 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 shopper and driver queries
- Resolves escalated customer complaints
- Provide constant feedback to the Area Manager on unresolved customer queries
- Investigate and respond to shopper queries.
- Foresees potential problems before they occur and takes action to prevent them from occurring
- Consults widely with people inside and outside own Branch 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
Qualifications requirements
The following requirements are necessary:
- Be eligible to work in South Africa.
- A valid South African driver's license or a valid South African Professional driving permit (PrDP)
- Clean driving record.
- Must have your own vehicle or motorbike (registration documents to be verified)
- Must have access to a recent smartphone (iPhone 5 / Android 4.4 or newer) for the delivery app and GPS
- 2-3 years Team Leader experience
Competencies and Skills
- Attention to detail
- Time management skills
- Conflict management skills
- Negotiation skills
- Professional verbal and written communication skills
- Responsive
- Effective planning and organizing
- Self-directed and motivated
- Interpersonal skills
- Ability to build and maintain relationships
- Resilience
- Decisive and action-orientated
- Assertiveness
- Ability to work independently and under pressure
- High emotional intelligence
Working conditions
- Working conditions cover various circumstances from regular evening and weekend work, public holidays shift work, working outdoors and working with challenging clients.
- Dress Code, the company prides itself in presenting a professional and respectable image to our clients
- As ambassadors of the company, employees are required to be dressed appropriately and presentable and ensure a professional appearance.
go to method of application »
Job purpose
- To effectively coach and lead their team in achieving the agreed goals by developing the necessary skills of each team member in achieving the required results.
- Developing and managing team performance, offering feedback and demonstrating the desired skills and expected work ethic
Duties and responsibilities
- Lead and supervise a team of Shoppers and Drivers to ensure flawless service delivery to our customers daily
- Spot check: Uniform, Orders, staff attendance, process and procedures
- Reporting: Adherence and staff attendance
- Problem-solve and troubleshoot daily operational issues, approaching all facets with an analytical, problem-solving mindset.
- Support the team on special projects for continued operating efficiency and growth.
- Provide an operational perspective on Logistics to ensure best practices and protocols.
- Daily management of Shoppers and Drivers to ensure optimal effective teamwork to reach their KPI’s, specifically related to on-time fulfilment. Daily and weekly KPI reporting.
- Train and develop shoppers.
- Demonstrate consistent application of internal procedures.
- Demonstrate flexibility in balancing the achievement of own objectives with abilities to understand and respond to organizational 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 shopper and driver queries
- Resolves escalated customer complaints
- Provide constant feedback to the Area Manager on unresolved customer queries
- Investigate and respond to shopper queries.
- Foresees potential problems before they occur and takes action to prevent them from occurring
- Consults widely with people inside and outside own Branch 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
Qualifications requirements
The following requirements are necessary:
- Be eligible to work in South Africa.
- A valid South African driver's license or a valid South African Professional driving permit (PrDP)
- Clean driving record.
- Must have your own vehicle or motorbike (registration documents to be verified)
- Must have access to a recent smartphone (iPhone 5 / Android 4.4 or newer) for the delivery app and GPS
- 2-3 years Team Leader experience
Competencies and Skills
- Attention to detail
- Time management skills
- Conflict management skills
- Negotiation skills
- Professional verbal and written communication skills
- Responsive
- Effective planning and organizing
- Self-directed and motivated
- Interpersonal skills
- Ability to build and maintain relationships
- Resilience
- Decisive and action-orientated
- Assertiveness
- Ability to work independently and under pressure
- High emotional intelligence
Working conditions
- Working conditions cover various circumstances from regular evening and weekend work, public holidays shift work, working outdoors and working with challenging clients.
- Dress Code, the company prides itself in presenting a professional and respectable image to our clients
- As ambassadors of the company, employees are required to be dressed appropriately and presentable and ensure a professional appearance.
go to method of application »
Job purpose
- To effectively coach and lead their team in achieving the agreed goals by developing the necessary skills of each team member in achieving the required results.
- Developing and managing team performance, offering feedback and demonstrating the desired skills and expected work ethic
Duties and responsibilities
- Lead and supervise a team of Shoppers and Drivers to ensure flawless service delivery to our customers daily
- Spot check: Uniform, Orders, staff attendance, process and procedures
- Reporting: Adherence and staff attendance
- Problem-solve and troubleshoot daily operational issues, approaching all facets with an analytical, problem-solving mindset.
- Support the team on special projects for continued operating efficiency and growth.
- Provide an operational perspective on Logistics to ensure best practices and protocols.
- Daily management of Shoppers and Drivers to ensure optimal effective teamwork to reach their KPI’s, specifically related to on-time fulfilment. Daily and weekly KPI reporting.
- Train and develop shoppers.
- Demonstrate consistent application of internal procedures.
- Demonstrate flexibility in balancing the achievement of own objectives with abilities to understand and respond to organizational 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 shopper and driver queries
- Resolves escalated customer complaints
- Provide constant feedback to the Area Manager on unresolved customer queries
- Investigate and respond to shopper queries.
- Foresees potential problems before they occur and takes action to prevent them from occurring
- Consults widely with people inside and outside own Branch 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
Qualifications requirements
The following requirements are necessary:
- Be eligible to work in South Africa.
- A valid South African driver's license or a valid South African Professional driving permit (PrDP)
- Clean driving record.
- Must have your own vehicle or motorbike (registration documents to be verified)
- Must have access to a recent smartphone (iPhone 5 / Android 4.4 or newer) for the delivery app and GPS
- 2-3 years Team Leader experience
Competencies and Skills
- Attention to detail
- Time management skills
- Conflict management skills
- Negotiation skills
- Professional verbal and written communication skills
- Responsive
- Effective planning and organizing
- Self-directed and motivated
- Interpersonal skills
- Ability to build and maintain relationships
- Resilience
- Decisive and action-orientated
- Assertiveness
- Ability to work independently and under pressure
- High emotional intelligence
Working conditions
- Working conditions cover various circumstances from regular evening and weekend work, public holidays shift work, working outdoors and working with challenging clients.
- Dress Code, the company prides itself in presenting a professional and respectable image to our clients
- As ambassadors of the company, employees are required to be dressed appropriately and presentable and ensure a professional appearance.
go to method of application »
Job purpose
- To effectively coach and lead their team in achieving the agreed goals by developing the necessary skills of each team member in achieving the required results.
- Developing and managing team performance, offering feedback and demonstrating the desired skills and expected work ethic
Duties and responsibilities
- Lead and supervise a team of Shoppers and Drivers to ensure flawless service delivery to our customers daily
- Spot check: Uniform, Orders, staff attendance, process and procedures
- Reporting: Adherence and staff attendance
- Problem-solve and troubleshoot daily operational issues, approaching all facets with an analytical, problem-solving mindset.
- Support the team on special projects for continued operating efficiency and growth.
- Provide an operational perspective on Logistics to ensure best practices and protocols.
- Daily management of Shoppers and Drivers to ensure optimal effective teamwork to reach their KPI’s, specifically related to on-time fulfilment. Daily and weekly KPI reporting.
- Train and develop shoppers.
- Demonstrate consistent application of internal procedures.
- Demonstrate flexibility in balancing the achievement of own objectives with abilities to understand and respond to organizational 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 shopper and driver queries
- Resolves escalated customer complaints
- Provide constant feedback to the Area Manager on unresolved customer queries
- Investigate and respond to shopper queries.
- Foresees potential problems before they occur and takes action to prevent them from occurring
- Consults widely with people inside and outside own Branch 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
Qualifications requirements
The following requirements are necessary:
- Be eligible to work in South Africa.
- A valid South African driver's license or a valid South African Professional driving permit (PrDP)
- Clean driving record.
- Must have your own vehicle or motorbike (registration documents to be verified)
- Must have access to a recent smartphone (iPhone 5 / Android 4.4 or newer) for the delivery app and GPS
- 2-3 years Team Leader experience
Competencies and Skills
- Attention to detail
- Time management skills
- Conflict management skills
- Negotiation skills
- Professional verbal and written communication skills
- Responsive
- Effective planning and organizing
- Self-directed and motivated
- Interpersonal skills
- Ability to build and maintain relationships
- Resilience
- Decisive and action-orientated
- Assertiveness
- Ability to work independently and under pressure
- High emotional intelligence
Working conditions
- Working conditions cover various circumstances from regular evening and weekend work, public holidays shift work, working outdoors and working with challenging clients.
- Dress Code, the company prides itself in presenting a professional and respectable image to our clients
- As ambassadors of the company, employees are required to be dressed appropriately and presentable and ensure a professional appearance.
go to method of application »
Duties and Responsibilities :
- Helping customers make the best possible purchases by providing advice, guidance, and excellent customer service.
- Supporting customers by fulfilling placed orders and making payments in person.
- Responding promptly and effectively to customers' complaints and requests.
- Advising customers on suitable substitutes for dated, discontinued, or unavailable products.
- Reporting customer issues, supply shortages, and inferior products to Management immediately.
- Engaging with customers and ensuring any special instructions given by the customer are followed.
- Ensuring that orders are accurately selected, scanned, and packed.
- Assisting with order collection, packaging, loading, and payment, where required.
- Keeping track of product offerings and availability.
- Collaborating with store departments to ensure efficient service delivery.
- Consistently manage own priorities to achieve all deliverables.
- Follow any lawful and reasonable instructions from your supervisor.
- Act as part of the team and always assist other members of the team in achieving common goals.
- Consistently live and be an example of the Company values
- You MUST be 18 – 37. MUST have matric. Be able to communicate in English. Send the following documents:
- CV
- Matric/ Qualification Certificate (Recently Certified)
- ID (Recently Certified)
- Proof of your Banking details (Not less than 3 months)
- Proof of Tax (SARS letter)
Method of Application
Use the link(s) below to apply on company website.
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Gmail
Yahoomail