Shift Operations Management

• Supervise all courier activities to ensure smooth and timely deliveries.
• Monitor the progress of deliveries via tracking systems and adjust routes or resources as needed.
• Address and resolve operational issues, including delivery delays, route changes, or emergencies.
• Monitor and optimize delivery routes to improve efficiency and reduce delivery times.
• Ensure that all vehicles are properly maintained and meet safety and legal requirements.
• Monitors and controls the flow of stock into and out of outbound cages.
• Coordinates with the Inbound/Warehouse Manager the timely execution of picking according to planned deliveries and collections.
• Resolves delivery queries.
• Checks that the correct loading of goods takes place to prevent damage to stock.
• Manages the allocation of trucks, drivers and routes for delivery.
• Manages the scheduling of pick-ups, returns, re-deliveries and collections on the Transport Activity.
• Manages and resolves unsuccessful pick-ups, returns and re-deliveries.
• Monitors these activities and intervenes on any anomalies throughout the course of the day to address anomalies.
• Addresses queries relating to urgent deliveries / collections.
• Collaborates with the Returns/Complaints departments on pick-ups, swap-outs and re-deliveries.

Team Supervision

• Assign tasks to couriers and ensure proper distribution of workload across the team.
• Conduct pre-shift briefings to communicate objectives, special instructions, or route updates.
• Provide ongoing support and guidance to couriers during the shift.

Performance Monitoring and Reporting

• Track and evaluate courier performance, ensuring compliance with company standards.
• Prepare and submit shift reports detailing delivery metrics, issues resolved, and courier feedback.
• Identify and escalate recurring operational challenges to the Operations Manager.
• Supervise and lead a team of couriers, dispatchers, and support staff.
• Conduct performance evaluations, coaching, and training to improve team skills and efficiency.
• Schedule shifts, manage attendance, and handle day-to-day personnel management.
• Track and report on key performance indicators (KPIs), including delivery times, customer satisfaction, and cost efficiency.
• Implement process improvements to optimize operational performance and reduce costs.
• Use technology and software solutions to monitor deliveries and optimize routes.
• Act as the liaison between courier staff and management, communicating performance goals and operational updates.
• Work closely with other departments (e.g., logistics, customer service) to ensure smooth workflow and resolve any operational bottlenecks.
• Prepare regular reports for senior management on operational performance and staff productivity.

Administrative Duties

• Maintain accurate logs of deliveries, returns, and incidents during the shift.
• Coordinate the maintenance of courier vehicles and equipment to avoid operational downtime.

Compliance and Safety

• Ensure all couriers are equipped with the necessary tools and safety gear before commencing their routes.
• Ensure all operations comply with company policies, safety standards, and regulatory requirements.
• Implement and enforce safety protocols to minimize accidents and ensure the well-being of all employees.
• Enforces access control to restricted areas.
• Monitors compliance to Service Centre operational safety guidelines, policies and procedures.
• Maintains safe working conditions.
• Complies with all legislative requirements relating to any injuries on duty.
• Attends quarterly Health and Safety meetings with team and address outstanding items.
• Manages the safe working condition of fleet.
• Conducts checks and monitors the maintenance of the fleet.
• Complies with and enforces OHSA legislation in area of responsibility.
• Completes the necessary checklists relating to the fleet, the building and equipment within area of responsibility.

Customer Service

• Act as the primary contact point for customers to address inquiries or complaints.
• Address and resolve customer complaints and issues related to delivery services.
• Ensure that couriers provide professional, courteous service to all customers.
• Monitor customer feedback to implement continuous improvement in operations.
• Ensure customer satisfaction by resolving delivery issues quickly and professionally.
• Provide excellent customer service by greeting recipients in a friendly and professional manner, obtaining signatures, and ensuring customer satisfaction.
• Maintains a professional image by wearing the uniform provided by the company and ensures that his/her appearance is neat and presentable when dealing with customers.
• Treats all customers with dignity and respect.
• Maintains high standards of professionalism in all dealings with customers.
• Deals effectively with customer complaints and queries and ensures that complaints are resolved or escalated to the Supervisor for resolution.
• Recognises and celebrates customer centric behaviour within others.
• Manages customers’ expectations and communicates appropriately.
• Behaves in a customer centric manner.
• Strong leadership and team management abilities.
• Exceptional problem-solving and decision-making skills.
• Ability to multitask and adapt in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Proficiency in logistics software and tracking systems.
• Diploma or equivalent; additional qualifications in logistics or management are a plus.
• Proven experience in a supervisory role within courier, logistics, or transportation industries.
• Knowledge of local geography and delivery routes.
• Flexibility to work shifts, including weekends and holidays.