Job Description
OneCart is looking to hire a Area Manager, in this role Area Manager will drive OneCart’s success by leading a team of Supervisors, Shoppers and Drivers to create and maintain the OneCart experience for our customers. In addition, to coach and motivate employees to achieve sales results and operational metrics.
CORE ACTIVITIES & ACCOUNTABILITIES
Manage collaborative and cohesive relationships between internal and external customers.
To provide resources to ensure employees can adequately perform their roles (e.g. uniforms, shopper cards, marketing material).
To coach and motivate employees to achieve sales results and operational metrics
To lead and manage a team of Supervisors, Shoppers and Drivers to ensure daily flawless service delivery to our customers.
To own efficiency and quality metrics.
Help to drive regional growth through launching new coverage areas and shopper onboarding.
Problem-solve and troubleshoot daily operational issues, approaching all facets with an analytical, data-driven mindset.
Initiate and lead processes to ensure qualified applicants join our Shopper and Driver teams.
Ensure continuous compliance on Supervisors, Shoppers and Drivers
Support the Head Office Operations Managers on special projects for continued operating efficiency and growth.
Provide an operational perspective to teams at HQ, including Logistics and Community Operations to ensure best practices and protocols.
Daily management of Supervisors, Shoppers and Drivers to ensure all teams are working optimally to reach their KPI’s, specifically related to on-time fulfilment.
Demonstrate consistent application of internal procedures.
To implement and anticipate the change management process
Demonstrate flexibility in balancing the achievement of own objectives with abilities to understand and respond to organisational needs.
Complaints Management
Assist and attend to escalated Supervisor, Shopper and Driver queries
Resolves escalated customer complaints
Provide constant feedback to the National Operations Manager on unresolved customer queries
Investigate and respond to escalated queries and ensure they are timeously resolved
Foresees potential problems before they occur and takes action to prevent them from occurring
Consults widely with people inside and outside own region to solve problems
Field Training
To send training report sent to the Training Specialist if conducted the training
Manage the performance of the field staff
Train and develop Supervisors, Shoppers and Drivers when required
Recruitment and Workforce planning
Update report sent, daily, bi-weekly via email to Line Manager.
Report staff movements and ensure they are tracked and reported weekly to the Line Manager
Payroll overtime and movement report sent monthly as per deadline dates
Ensure submission and tracking of Leave
Logistics Administration
Daily call log at 9 am with Line Manager.
Daily and weekly KPI reporting.
Ensures accuracy of reporting
Ensures real-time reporting is always available and visible
Reports are accurate and timeously submitted to relevant parties
Minimum Academic, Professional Qualifications & Experience required
Minimum Matric certification
Higher education in Operations or equivalent
Ideal candidates have 2-3 years of experience in retail or supply chain operations, project management and/or customer support.
Experience in managing a team
Experience in meeting sales targets
Proficient in Microsoft Word and Excel.
Competencies and Skills
Good use and understanding of Charting and Pivot tables in Excel
High attention to detail and strong execution skills.
Excellent organisational and communication skills.
Demonstrated success in leading teams.
Strong critical thinking ability in technical and non-technical issues.
Ability to work in a fast-paced, constantly evolving environment.
Positive attitude and fortitude to work through ever-changing and dynamic operational conditions.
Interpersonal skills
Ability to build and maintain relationships
Resilience
Decisive and action-orientated
Assertiveness
Ability to work independently and under pressure
High emotional intelligence
Negotiation skills
Professional verbal and written communication skills
Responsive
Effective planning and organising
Self-directed and motivated
Working conditions
Working conditions cover various circumstances, from regular evening and weekend work, public holidays
shift work, working outdoors and working with challenging clients.
Travel to different stores within your portfolio
Physical requirements
Excellent vision and hand-eye coordination to stay safe while driving.
Ability to walk, drive, and lift and carry heavy items for extended periods.
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