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