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 organising
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.
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