Customer Operations Manager

Picup; Wes-Kaap; On-site; ZAR 400,000 - 600,000; Full time

Job summary

A logistics technology company in South Africa seeks a Customer Operations Manager to enhance delivery efficiencies and provide world-class service. Responsibilities include managing a diverse team, improving operational processes, and implementing performance metrics. Ideal candidates have a Bachelor's in Business Administration and significant management experience in logistics or last-mile delivery. This role offers an opportunity to foster a collaborative work environment and drive operational excellence.

Qualifications

• Minimum 3 years management experience in last-mile delivery or logistics operations.
• 5+ years call centre/customer back-office support experience.
• Proven experience in managing delivery operations in a fast-paced environment.

Responsibilities

• Maximize efficiency through process analysis and collaboration.
• Create and manage staff schedules based on demand.
• Define and implement performance measurable metrics.

Skills

Team Management

Leadership

Problem-solving

Communication

Process Analysis

Education

Bachelor's degree in Business Administration or related field

National Senior Certificate / Grade 12 Matric

Job description

Abit about us

Picup is a SaaS logistics management platform for medium-large businesses who require an integrated tech-driven solution from the distribution centre to the customer. Our Fleet Management System is a sophisticated web-based platform and driver mobile app with telematics that gives complete visibility to manage and track your entire fleet. Picup additionally has our own fleet of drivers that powers on demand and scheduling delivery technologies, with ambitions to expand into other logistics segments. These versatile technologies power us to be the number one logistics platform in Africa.

Are you curious, innovative and passionate? Do you take ownership, embrace challenges, and love problem-solving? Are you a dynamic leader with a strategic mindset and able to manage a diverse team? Do you take ownership, embrace challenges and love problem-solving?

Picup is a last-mile delivery and technology company, powered by a scalable crowd-sourced driver network. Company Overview: Picup is a Logistics Technology-focused organisation that leverages cutting-edge technologies to deliver innovative solutions to our clients.

We’re looking for a Customer Operations Manager to ensure seamless delivery experiences and offer world class support service to our customers. Maximize efficiency and productivity through extensive process analysis and interdepartmental collaboration

Analyse current operational processes and performance, recommending solutions for improvement where necessary

Appreciate your perusal of our company background before the interview. https://picup.co.za/

You want to

Responsibilities:

Leadership

• Work closely with Human Resources to lead the team with integrity and to establish and maintain a trusting, inclusive, and productive environment
• Provide strategic leadership of short- and long-term goals through the use of thoughtful techniques in the communication of the company’s mission and core values as a means to implement positive change and/or create organisational structure within the team.

Build and Optimise Internal Processes

• Continuously assess and improve existing procedures to enhance overall delivery efficiency and customer satisfaction.
• Work cross functionally to align processes with other teams and departments to improve overall Service performance levels, across various touch points, in line with client needs;
• Streamline and improve internal dashboards to improve efficiencies to the team of support agents and delivery coordinators
• Building reports that provide insights to customer, team and business performance
• Derive actionable insight from business unit performance, implement and monitor action plans for improvement;

Build efficient operations to support the delivery and customer journey

• Create and manage staff schedules, considering peak hours, customer demand, and available resources
• Implement contingency plans to handle unforeseen challenges or increased workload.
• Plan, develop and execute strategy to support creating a first in class customer journey at all touch points

Performance management

• Define, implement and own performance measurable metrics related to team engagement, performance and productivity
• Analyse data, and trends to identify areas for improvement and implement corrective actions when needed.
• Provide constructive feedback and coaching to individual team members to enhance their performance.
• Implementation and management of a continuous improvement strategy for internal staff development
• Implementation and management of a performance improvement programme

Streamline Internal Platform Efficiency

• Collaborate with the technology team to enhance the internal platform used for dispatching and delivery operations.
• Identify and address potential bottlenecks or inefficiencies in the platform to improve overall team productivity.
• Train team members on platform updates and new features to ensure optimal utilization.
• Assist BI teams in constructing forecast tables and comprehending strategies for enhancing staff planning during periods of low activity.

Learning and development

• Collaborate with employees in the establishment of clear and concise development plans to ensure succession planning and the advancement of future leaders within the organisation;
• Develop self, identifying key improvement areas
• Coaching and upskilling of direct reports;
• Provide mentorship to employees as and when required;
• Planning, measuring and appraising job results of direct reports;
• Work collaboratively to identify gaps and implement solutions;
• Ensures direct and indirect reports align to the needs of the company with respect to people and performance management.

Foster a Positive and Collaborative Work Environment

• Promote a positive work culture that emphasizes teamwork, open communication, and continuous improvement.
• Encourage innovation and creative problem-solving among team members.
• Address and resolve any conflicts or issues that may arise within the delivery team.

You have Qualifications and Skills

• National Senior Certificate / Grade 12 Matric
• Bachelor's degree in Business Administration, Supply Chain Management, or a related field
• Minimum of 3 years of management experience in last-mile delivery or logistics operations
• Track record of driving operational excellence and achieving outstanding results.
• 5+ Years of call centre/customer back-office support experience
• Team Management, hiring and coaching skills - ideally 100-200 people through indirect management
• Proven experience in managing delivery operations, logistics, or supply chain management in a fast-paced environment
• Strong leadership and managerial skills, with the ability to motivate and inspire a diverse team