Control Hub Team Leader

ShopriteX; South Africa; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading retail company in South Africa is seeking a Team Leader to oversee a group of controllers for the Pingo driver network. Responsibilities include monitoring performance, resolving issues, and ensuring optimal team collaboration. The ideal candidate will have proven leadership skills and the ability to drive operational efficiency and continuous improvement.

Qualifications

• Proven leadership skills in a team environment.
• Ability to analyze performance indicators and make actionable recommendations.
• Strong communication and collaboration abilities.

Responsibilities

• Lead a team of controllers supporting the Pingo driver network.
• Monitor performance indicators and resolve issues promptly.
• Manage attendance and operational continuity effectively.

Job description

The purpose of the role is to lead a team of controllers that provides end to end support to the Pingo driver network. Proactively monitor performance indicators and exception dashboards, resolving problems timeously to ensure that Pingo meets its service level agreement to our customers.

• Monitor order pipeline and order flow from pick complete to delivery
• Team stats, analysis and recommendations on improving KPIs
• Escalation of stores that are falling behind their SLA
• Proactively manage exceptions - resolving problems timeously to prevent any delays on order
• Continuous driver attendance management throughout the shift
• Handle any escalations from Controllers to minimise business disruption, while making note of further training or process changes to prevent escalation in future.
• Provide regular training and feedback to Controllers, fostering a culture of continuous improvement and development.
• Promote collaboration and teamwork among control centre staff, facilitating open communication and knowledge sharing to enhance overall performance.
• Work with the other Team Leaders to ensure a consistent and aligned leadership team.
• Quickly and effectively manage, in conjunction with HR, any employee relation matters
• Manage sick leave and attendance, break schedules to minimize downtime and maximize productivity without compromising employee well-being or regulatory compliance.
• Ensure seamless communication and coordination during shift handovers for operational continuity and efficiency. Follow structured information exchange and collaboration between shifts, minimizing disruptions and maximizing productivity
• Participate in post-incident debriefs and reviews to identify lessons learned and opportunities for improvement in emergency response protocols and implement corrective actions as necessary to enhance future response capabilities.
• Provide regular feedback on systemsimprovements and/or challenges to help drive system improvements.
• Troubleshoot driver and system related technical issues and provide comprehensive insight and feedback